Team Leader

Overview

Be among the first 25 applicants. Our vision is to be admired for our craft, experience, and sustainability. Moss is a menswear brand that styles individuals for moments that matter, offering outfits for big days, daily wear, or custom pieces, with over 170 years of tailoring know-how.

We value Trust, Creatively, Collaboratively, and Agility to achieve lasting success while making a positive impact. We celebrate our culture and identity through these values.

Purpose of the Role

You will be a true Brand Ambassador who can interact easily with a variety of customers. You will promote customer service excellence, contribute to the customer journey in-store, and display knowledge of product, store systems, and processes. You will be hardworking, dedicated, and able to identify customer needs quickly to offer engaging styling options. Your dedication to exceed customer expectations will support store KPIs and overall performance through personal productivity and by assisting the store management in their absence.

Key Responsibilities

• As a supervisory member of the team, lead and empower colleagues to keep customers at the heart of everything we do.
• Deliver an exceptional customer experience by following the Moss Essential Steps of Service, actively listening and confidently offering bespoke advice.
• Lead with and deliver an exceptional customer experience, greeting, listening, and providing tailored advice in a professional and passionate way to drive sales and service goals.
• Achieve high productivity and motivate colleagues to maximise sales and services goals, elevating every interaction and contributing to business KPIs.
• Possess strong product knowledge across services (Hire, Custom Made, Retail, Alterations, Ship from Store) and use this to tailor the customer experience and support store management.
• Support management in training store colleagues and utilising business tools to drive success and foster peer trust.
• Use sales and customer data to inform interactions and enhance overall success and customer satisfaction.
• Proactively seek opportunities to improve store performance and customer experience, using feedback from Feefo, Mystery Shops and other tools.
• Assist store management with stockroom and back-room housekeeping, including deliveries, stock handling, and adhering to stock and cash control procedures.
• Follow the Appointment process via the appointed platform, contacting customers prior to visits and recording status information accurately.
• Be accountable for opening and closing the store in the absence of management.
• Balance cash at the end of the day following correct procedures.

What You'll Need to Succeed

Technical:

• Prior experience in retail, hospitality, or customer service.
• Strong knowledge of fashion trends and industry standards.
• POS systems experience, including cash tills, card processing, and inventory management.
• Knowledge in data analytics to leverage sales and performance insights and drive store success.

About You:

• Reflects the Moss aesthetic through personal style and presentation.
• Values continuous self-improvement, resilience, and efficient time management, driven by a passion for the brand.
• Excellent communicator with emotional intelligence, capable of inspiring and guiding colleagues and customers, elevating the brand's presence.
• Embodies Moss's core values and behavioural competencies daily.
• Employee Discount: 70% across all Moss stores.
• Team Reward Pay Scheme: Bonus up to 15% of gross monthly salary.
• Refer a Friend: £500 bonus for successful referrals of Managers.
• Season Ticket Loan: Financial support for commuting.
• Cycle to Work Scheme: Eco-friendly travel support.
• Discounted Gym Membership with PureGym.
• Life Insurance: Peace of mind for colleagues.
• Ongoing Development: Career-tailored development from day one.
• Access to Moss Learning: Online learning platform for skill enhancement.
• Employee Hub: Access to benefits, recognition, wellbeing, and updates.
• New Baby Gift: Celebrating personal milestones.

If you want to know more about Moss, search #LifeatMoss or TailorYourCareer on LinkedIn. Moss is unable to offer visa sponsorship. Applicants must have the right to work in the UK at the time of application. We are not able to support visa applications or future sponsorship.

Seniority level

Associate

Employment type

Full-time

Job function

Sales and Customer Service

Industries

Retail Apparel and Fashion and Retail

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