Customer Service Leader

World Duty Free - Customer Service Leader

Location:

Southampton Airport

Contract:

Full time, permanent 38.75 hours per week

Working hours:

Shift pattern to be discussed, between 04:00-23:00

As a Customer Service Leader at World Duty Free, you’ll play a pivotal role in delivering a premium, customer-focused experience in a fast-paced airport environment. You’ll inspire, coach, and lead your team by example, ensuring outstanding service, strong commercial performance, and impeccable shop‑floor standards.

This is an excellent opportunity for an experienced retail manager, store manager, or department manager, ideally with exposure to luxury or premium retail, who thrives in a customer‑facing leadership role.

• Lead, develop, and motivate your team to achieve and exceed sales targets
• Drive exceptional customer service standards at all times
• Act as a visible role model on the shop floor, setting the standard for service and presentation
• Coach and support colleagues through regular feedback and staff huddles
• Work collaboratively with fellow Department Managers and Customer Service Leaders
• Maximise department and category performance through strong commercial awareness

To succeed as a Leader at World Duty Free, you will bring:

• Proven experience managing teams within a retail, sales, or customer service environment
• A strong customer‑first mindset with the ability to engage and influence customers and colleagues
• Excellent communication skills, with the confidence to articulate clearly in English at all levels
• A self‑motivated, enthusiastic, and positive leadership style
• Passion for retail and delivering memorable customer experiences
• Experience in luxury or premium retail is desirable but not essential

We provide a full induction and comprehensive training to support your success from day one. You’ll be joining a supportive, experienced team with genuine opportunities for growth and career development.

• Company bonus scheme
• Employee Assistance Programme (confidential personal, financial, and wellbeing support)
• Staff discounts for you, your family, and friends
• Travel discounts
• Free on‑site parking
• Pension scheme
• Healthcare benefits

At World Duty Free, our colleagues are at the heart of everything we do. We are committed to creating a workplace where you feel respected, engaged, supported, and fairly rewarded. Learn more about our values and benefits at worlddutyfreejobs.

We are dedicated to building a diverse, inclusive, and authentic workplace. If this role excites you but your experience doesn’t align perfectly with every requirement, we encourage you to apply. You could be exactly who we’re looking for.

We are also proud to be a Disability Confident employer and are happy to support any reasonable adjustments needed throughout the recruitment process.

Once you apply, we will review your CV carefully. If shortlisted, we will contact you to arrange a telephone interview. If unsuccessful, we will always let you know by email. Please ensure your contact details are accurate and up to date.

We look forward to speaking with you.