Retail Team Leader – Campus Services – 107146 – Grade 3 Full-time

Job Title

Supervise a team within a busy campus convenience supermarket, ensuring top-notch customer service, effective merchandising, stock management, delivery coordination, cleanliness, safety adherence, and the seamless operation of daily activities.

Job Description

You will guide retail assistants, manage shift operations, uphold store standards, and handle necessary administrative tasks. To make efficient use of resources, you may also be asked to lend a hand in other retail areas within the department or the broader University.

Main Duties

Customer Service

• Greet and serve customers in a professional, responsive, courteous, friendly manner, including answering queries and dealing with situations that arise to deliver the highest level of customer service.
• Deliver the highest level of customer service through proactive supervision of your team. You will be able to react to situations as they arise, adapting the service as necessary. Responsible for the shift, planning staff rotas and referring any concerns to line manager(s).
• Oversee the customer experience on shift, ensuring staff provide prompt support and maintain excellent service standards.
• Building rapport with customers whenever possible and encouraging customer feedback.
• Ensure that a high standard of presentation is consistently maintained at all times, including that of your team.

Business Requirements

• Ensure stock is merchandised to agreed standards (planograms, product rotation, face‑up, tidy shelves).
• Monitor product quality, particularly chilled, fresh, and date‑sensitive items, ensuring goods are rotated correctly and removed when out of date.
• Receive, check, and process deliveries, ensuring accuracy against delivery notes and appropriate storage (ambient, chilled, frozen).
• Place accurate replenishment orders to maintain availability and range integrity as directed by your manager.
• Support monthly stocktakes and ensure results are recorded accurately and in line with procedures.
• Monitor and record waste, shrinkage, damages, and date‑expired stock in accordance with policy.
• Report equipment faults (e.g., refrigeration, shelving, handheld devices) and take appropriate immediate action to ensure safety and minimise disruption.
• Ensure the team adheres to all food safety, health & safety, HACCP, COSHH and manual handling requirements relevant to a retail food environment.
• Support the safe and compliant use of store technology (self‑checkouts, handheld scanners, stock management systems).
• Open and close the supermarket following security and operational procedures, ensuring the site is secure at all times. (No cash handling required.)
• Ensure compliance with the sale of alcohol and all age restricted products.

Team Work

• Motivate the team to increase sales by upselling products and encourage them to make recommendations to improve the standards of service.
• Motivate staff to maintain high retail standards and encourage product knowledge and customer engagement.
• Promote the outlet and related events, ensuring all point of sale equipment is used correctly.
• Participate in training and development activities as required.
• Maintain a professional working relationship with all members of staff, including the wider University Catering Management Team.
• Carry out job chats and Performance Development Reviews (annual) with the team members. Working with the Catering Management Team, identify any training needs for the team.
• Support staff by positively reinforcing successful performance, and coaching staff to improve where needed.
• Attend all team briefs/training and departmental meetings as required.
• Be actively involved in an annual personal development review with your line manager.
• Undertake any other reasonable duties or requests (other than those stated in the job description) as requested by a senior member of staff including driving UoB vehicles when required (where you have a clean driving license).
• In the absence of the catering management team you will deal with immediate issues of team performance, in line with the relevant HR procedures, reporting any major issues to your manager(s).
• Treats everyone with dignity and respect, supporting equality and valuing diversity.
• Monitor staff absence, completing sickness returns and maintaining appropriate records.

Operational requirements

• Annualised Hours – Operational windows will vary by business unit/activity, and hours are as required, based on a 35 hour week 7/365 operation (BH and Closure days) on a rota basis, includes weekend and evening work activities to align with Campus Services and University.
• To undertake works activities across all UoB campuses as requested that are commensurate with the grade and role activities to support the Division and wider UoB activities.

Required Knowledge, Skills, Qualifications, Experience

• Demonstrate a sufficient level of literacy. This can be evidenced by achieving Mathematics and English GCSE (or equivalent level 1 qualifications) or by demonstrating relevant work experience evidencing the skills and ability to undertake the role
• Proven experience of working in a food and beverage environment, including ordering of food stuffs and compiling work schedules for other team members
• A current Food Safety level 2 or 3 certificate, Personal License, and NVQ Food Preparation/Service is desirable but full training will be provided
• Knowledge of the following is essential: Health and Safety at Work Act, Hazard Analysis and Critical Control Points guidance, Control of Substances Hazardous to Health guidance and a relevant Manual Handling course
• Excellent communication and interpersonal skills with the ability to work on an individual basis and also within a team
• Ability to present in a smart way – uniform will be provided for this purpose
• Experience of resolving day to day problems is essential
• Full clean driving license desirable
• Work patterns may vary so a flexible approach to working hours and days is essential
• Ability to learn and understand how diversity considerations affect own area (e.g. dietary requirements/dress code)

Dimensions

You will supervise team members and support their development and assist managing in achieving set budgetary targets.

Planning and organising

You will assist managers in ensuring that the service/facility is fully-set up ready for opening or services. You will need to plan and schedule your workload and that of the team. You will be required to ensure stock levels are maintained to match customer demand.

Problem solving and decision making

Working independently you will be expected to manage customer complaints, storage of stock and stock rotation, accurately completing records and organise staff rotas. You will be able to refer to managers for assistance in dealing with more complex customer complaints, issues with staff performance and supplier or equipment issues.

Internal and external relationships

You will work with a wide range of people including University staff, students and the general public. You will also work with your team, managers, and suppliers.