We are most famous for our award-winning event, buried deep in the Crown Estate near Ascot. 17 years ago, Mike & Alison Battle created the event out of their own desire to take their children somewhere that would celebrate the pure, commercially unsullied, magic of Christmas. Now, with the help of Hollywood set-designers, West-End actors and more than a sprinkling of magic, the event is keeping the magic of Christmas alive for thousands of children every year.
LaplandUK celebrates and honours the values, imagination and wonderment of childhood through our magical world, rich storytelling and immersive memory making experiences.
This is an exciting period of growth for us, as we look for new ways to bring the Lapland experience to a global audience through media, publishing, live shows and eCommerce channels.
Role Overview
Store Supervisors support the daily operations of the retail stores by supervising staff and ensuring a seamless and positive shopping experience for all guests. This role combines strong customer service leadership, in-depth product knowledge, visual merchandising oversight, and responsibility for maintaining high store standards. As a Store Supervisor, assist in coordinating team activities, driving sales performance, and upholding company policies to ensure smooth and efficient store operations.
RESPONSIBILITIES
Customer Service & Support
- Lead by example in greeting guests and delivering exceptional service in a professional and friendly manner
- Support team members in providing accurate product and experience/show information to guests
- Address escalated guest complaints and concerns promptly to ensure a positive resolution and customer satisfaction
- Coach staff on upselling and cross-selling techniques to drive sales and meet store objectives
- Oversee daily sales operations and ensure our EposNow till system is used correctly and efficiently by team members
- Authorize refunds, exchanges, and discounts in line with store policies
- Supervise and reconcile cash (Jingle) handling procedures, including end-of-day balancing of tills
- Ensure compliance with company standards for financial transactions and security
- Supervise stock replenishment and ensure merchandising standards are consistently maintained
- Lead inventory control measures, including loss prevention, and stock take movement processes between the storerooms and the shopfloors
- Train and guide team members on proper stock handling and merchandising best practices
Store Presentation & Maintenance
- Ensure the store is clean, organized, and visually appealing in line with brand standards
- Oversee the setup of pricing displays and signage, ensuring guidelines are followed
- Monitor store facilities including till and counter areas and common are as to maintain a welcoming environment
- Implement and enforce store opening and closing checklists
Health & Safety Compliance
- Monitor and enforce adherence to company health, safety, and hygiene policies
- Conduct regular safety checks and address hazards or incidents in a timely manner
- Train staff in loss prevention practices and ensure procedures are followed to minimize shrinkage
- Supervise, motivate, and support team members to ensure smooth daily operations
- Conduct team briefings, delegate tasks, and monitor individual performance
- Support onboarding and training of new staff, promoting a collaborative and productive work environment
- Step in to assist in any area of the store as needed, fostering teamwork and flexibility
Required Experience:
Leadership & Communication Skills
- Communicate clearly and confidently with both guests and team members to ensure smooth daily operations
- Explain product features, promotions, and store procedures to staff and guests in a clear and engaging manner
- Actively listen to team and guest feedback, resolving concerns and supporting a positive in-store environment
- Confident in leading team discussions, providing feedback, and ensuring all staff are aligned with store goals
Strong Interpersonal & Team Management Skills
- Maintain a professional and approachable attitude that fosters a welcoming atmosphere for guests and staff
- Lead by example and promote a collaborative team culture, encouraging mutual support and accountability
- Handle challenging guest interactions with tact and composure, providing guidance to staff as needed
Customer-Centric Leadership
- Ensure customer service excellence across the team by monitoring interactions and coaching staff on best practices
- Stay calm and solution-focused in high-pressure situations, ensuring a smooth and positive experience for guests
- Anticipate customer needs and guide the team to respond proactively and professionally
Operational Accuracy & Attention to Detail
- Oversee transaction accuracy and compliance with store policies, including cash (Jingle) handling and till procedures
Flexibility & Adaptability Under Pressure
- Lead staff through dynamic and fast-paced environments, adjusting workflows and task assignments as needed
- Comfortable adapting to change, last-minute needs, and operational challenges with minimal disruption
- Support quick learning and implementation of new systems, procedures, and product knowledge across the team
Problem Solving & Initiative
- Resolve stock, staffing, or guest issues independently while escalating major concerns to senior management
- Foster a solution-oriented mindset among staff, encouraging initiative and responsibility
- Maintain composure while juggling multiple priorities, especially during peak trading hours
Tech & Retail Systems Proficiency
- Confident in using EposNow system and train and support new staff in their use
- Ensure accurate transactions and reporting, including use of store-specific currencies or promotional systems
Physical Stamina & Store Readiness
- Lead by example during physically demanding shifts, helping to manage stock movement, displays, and floor readiness
- Maintain high energy and resilience during busy periods
Professionalism & Reliability
- Trusted to open/close the store, manage daily checklists, and uphold brand and company standards
- Consistently punctual and dependable, maintaining a professional appearance and positive brand representation
- Enforce store policies and procedures, ensuring team compliance at all times
OPERATIONS
Manage a large team strictly in-line with approved policy, processes and instruction. Ensure a complete and up-to-date working knowledge of procedures, consulting with Head Office on any required review or revision, ensuring a consistent and efficient operation.
- Have a thorough working knowledge of the relevant areas of operation in order to effectively troubleshoot and problem solve.
- Act as a champion for the ‘Lapland Accessibility and Inclusion’ policies, working with colleagues and direct reports to ensure all are trained and workingin accordance withthe relevant processes.
- Attend to (and follow up) guest feedback, working closely with the Guest Relations team (and other relevant stakeholders) to proactively address recurring problems.
- Deliver daily briefings to teams, communicating key safety, operational, experiential and departmental information in a timely manner.
TEAM MANAGEMENT
Ensure that staffing is appropriately managed in the lead up to live shows, as well as throughout. Pro-actively address and resolve instances where staffing levels fall below the required matrix for operation. Establish, lead and maintain a professional and positive working culture within the team, acting as a role model at all times.
Ensure that team attendance is high, managing absence in a timely and effective manner in accordance with company policy. Working closely with the People Operations Manager, ensure recruitment requirements both before and during the live event are at suitable levels.
Manage poor performance and attendance in a timely and effective manner, in accordance with company policy.
Recognise and promote good performance and attendance through reward & recognition offerings
HEALTH AND SAFETY
Ensure a safe and secure environment for both colleagues and guests.
Assist the Management team in the co-ordination of any emergency procedures, ensuring the safety and wellbeing of visitors and colleagues at all times.
Report any health and safety accidents or near-misses into Event Control, inclusive but not limited to triphazards, emergency issues, cleaning, site repairs. TRAINING
Deliver pre-approved training courses to both new and existing colleagues before and during the event.
Attend ‘Train the Trainer’ courses (and other required training courses) as determinedby the business.
- Conduct delegate training assessments and validations, having overall accountability that all team members within the operation are trained effectively with the required documentation complete.
VIP & PR GUESTS
Support the communication and requests of all VIP and PR guests asdeterminedby the VIP manager / team.
KNOWLEDGE, SKILLS & EXPERIENCE
Essential Experience: • Previous people-management experience, preferably with large teams within a theatrical, event or visitor attraction environment.Previous • Strong working knowledge of best Health and Safety practices. • Experience co-ordinating cast members within a guest-facing operation. Desirable Experience: • A basic knowledge of KPI and customer insight data (e.g. dashboards,surveyingand mystery shoppers). Skills / Knowledge • Excellent communication, interpersonal and diplomacy skills. • Bright with a strong senseof initiative. • Confident with technology & various staffing software systems. • Flexibility of approach to working environment needs. • Ability to work well in a team environment. • Positive attitude throughout to ensure a good morale is sustained onsite. • Organisational skills and attention to detail. • Ability to work under pressure.
Shifts & Availability : as you will be working on a rota basis with the otherStore Supervisors, good availability between October 2026- January 2026 is essential.
Trainingand Buildperiod on-site :October TBC
Live Event Period : 7th November – 24th December
Pay Rate: £17.00 per hour
WHAT YOU’LL RECEIVE
- £17.00 per hour, plus holiday pay which is paid at the end of your contract
- Free hot meal each shift
- Shuttlebus from local Train Station to event site.
Customer Facing Role Requirements Where the Worker is in costume, will be expected to:
- Remove all jewellery and piercings (no clear replacements) – this includes tooth gems/grills.
- Have neatly groomed, natural coloured hair, and as an elf, have all long hair in plaits.
- If worn, religious head coverings must be a neutral colour of brown, beige, or navy.
- Arrive on shift with none or natural make-up (foundation if worn must look like your natural skin tone); minimal mascara, no false eye lashes and no false or painted nails.
- No tattoos are permitted from the collar bone up for all customer facing roles. In addition, no tattoos are permitted below elbow for Food & Beverage, and 2 inches below elbow for all other customer facing roles on site
- Leave all watches, including smart watches and phones securely in your locker.
Where is LaplandUK?
Lapland Ascot is based at Whitmoor Forest, Swinley Road, Ascot, SL5 8BD
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