One Stop - Shift Leader

Responsibilities

• Coordinate the team to deliver the easiest shopping trip in the community
• Open/close the store and complete duty cover, making sure all decisions are right for customers, colleagues, and everyone’s safety.
• Serve as the go‑to person for colleagues in the absence of the Store Manager for day‑to‑day operational queries.
• Support the Store Manager to co‑ordinate seasonal, community and charity events, creating a great inclusive atmosphere.
• Ensure the store is always clean, tidy, and well presented.
• Prioritise the replenishment of products that matter to our customers.
• Make sure point of sale and shelf edge labels reflect quality standards.
• Take immediate action for any overcharges and prevent reoccurrence.
• Proactively manage queues to deliver a great shopping trip for customers.
• Co‑ordinate colleagues, ensuring they deliver daily priorities and have their breaks at the right time to fit around trade patterns.
• Be knowledgeable about the store, coordinating others to deliver practical actions for improvement.
• Follow company health and safety routines and ensure colleagues do the same.
• Deliver communication to the team, ensuring they are kept well informed.
• Look for ways to simplify operations and share these ideas with the Store Manager.
• Always put the customer first and consider them in everything you do.
• Be readily available to resolve customer queries, leaving them with a smile.
• Adjust service to meet each customer’s needs.
• Recognise and celebrate colleagues giving great service.
• Understand obstacles that hinder service and help remove them.
• Resolve colleague queries in the absence of the Store Manager, or escalates these appropriately.
• Ensure the store is staffed appropriately; react to short‑term absences/sickness by finding cover for shifts.
• Act as a recognised Keyholder for the store, attending alarm call outs when necessary to ensure safety and security.
• Monitor and act on internal communications, ensuring messages are responded to in a timely manner and colleagues remain informed.
• Co‑ordinate colleagues to meet customer needs and store operations, feeding back any issues to the Store Manager.
• Balance time across service and replenishment areas of the store.
• Actively support the Store Manager in managing store absences, ensuring return‑to‑work interviews are conducted for CSA colleagues and absence triggers reported in line with the One Stop absence policy.
• Build meaningful relationships with the Area Manager & People Partner, escalating relevant issues timely, seeking advice and support when needed, and benefiting from coaching opportunities.

Attributes

• Role model great customer service, ensuring customer needs are met.
• Build strong, long‑lasting relationships with colleagues to create team spirit and encourage them to be at their best.
• Communicate clearly to keep the team well informed.
• Confident in taking the lead when in charge of the store.
• Flexible, making efficient decisions and handling change to ensure everything is right for customers and colleagues.
• Energetic, driving and motivating others to deliver expectations and balance priorities effectively.
• Always look for ideas and opportunities to improve the customer shopping trip and support the community.

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