Customer Service Team Leader – World Duty Free – Gatwick Airport

Location:  |  Posted: 8 January, 2025

One Resourcing are working in partnership with our client World Duty Free at Gatwick Airport and are delighted to be recruiting for the position of Customer Service Team Leader.

Key Responsibilities:

• Inspire and Motivate: Lead by example to foster a positive work environment.
• Management: Oversee daily operations and ensure smooth functionality.
• Coaching and Development: Develop team members to reach their full potential.
• Sales and Profit Targets: Achieve sales and profit targets through effective strategies.
• Role Model: Embody and promote Avolta brand values.
• Customer Service: Ensure high standards of service excellence.
• Engaging Environment: Create a fun and dynamic workplace.
• Confidence: Exhibit confidence and self-motivation in high-pressure situations.
• Performance Under Pressure: Meet tight deadlines effectively.

Accountabilities:

• Drive team performance to deliver exceptional customer experiences.
• Support recruitment and induction of new team members.
• Develop effective teams through communication and performance reviews.
• Collaborate with peers to build a cohesive team.
• Maximize customer experience through efficient service.
• Track and communicate sales targets to the team.
• Lead staff meetings to review performance and improvements.
• Ensure compliance with company policies.
• Establish strong relationships with in-store brand partners.
• Conduct monthly performance reviews with agencies.
• Monitor and address stock and replenishment issues.
• Ensure health, safety, risk, and compliance policies are followed.

*

Shift Patterns:

• Two-week rotation: Week 1 (Saturday to Tuesday), Week 2 (Wednesday to Friday), 38.5 hours weekly-
• MUST be available to do shifts between 3am-11pm

Contract:

• Full-time, permanent (38.5 hours per week)
• Salary up to £32,000 with a 12% Management Bonus

Benefits:

Free parking, staff, and travel discounts

Wellbeing support, Employee Assistance Programme (EAP), and life assurance

Pension scheme and health cash plan for dental, optical, medical, and fitness discounts

Qualifications:

• Proven experience managing a team in a retail customer service and sales environment.
• Exceptional interpersonal and communication skills.
• Strong customer focus with the ability to engage and influence.
• Self-motivated and enthusiastic leader.
• Excellent organizational and problem-solving skills.
• Fluent in English; additional languages are desirable.

As this position is working within a security restricted zone of Gatwick Airport, successful candidates would need to undergo a full five-year background check which will include a basic DBS check.

Job Type: Full-time

Pay: Up to £32,000.00 per year

Additional pay:

• Bonus scheme
• Performance bonus

Benefits:

• Company pension
• Discounted or free food
• Employee discount
• Free or subsidised travel
• Free parking
• On-site parking
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay
• Transport links

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To apply for this job, please send your CV to: jobs@oneresourcing.com

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