Values and Behaviours:
Retail Unit Team Leader
Our Customer is Our Heart & Soul
Team Leaders
- Role models excellence in customer service.
- Ensures team members understand and put into practice “SWAPIT” so that it becomes the norm.
- Publicly praises examples of excellent customer service.
- Helps team understand differences in customer needs.
- Demonstrates empathy with customer observations and comments.
- Diffuses any conflict between customer and team member.
Freedom to Succeed
Team Leaders
- Makes team briefings inspiring, fun and motivational.
- Happy to work along side team members when the need arises.
- Recognises the differences in team make up and the need to bring them together to function as a team as well as individuals.
Positive Energy
Team Leaders
- Can assess a situation and change the team format to meet the customer needs of the day.
- Monitors performance and addresses issues quickly – helps individuals see what and how they need to improve.
- Coaches and supports skills development of a team on a day to day basis – can clearly explain/ demonstrate what is required.
- Is proactive in taking responsibility for own development.
- Helps and encourages team members to learn from each other. (i.e buddy/babe system for new starters)
- Ensure the team are kept up to date with attraction information.
- Anticipates any problems that changes may have and takes steps to minimise these.
- Supports change initiatives, plays an active role in their implementation and encourages team to do the same.
Edge
Team Leaders
- Adapts plans to address changes in service requirements.
- Addresses conflicts and disagreements quickly with customers or colleagues.
- Helps colleagues to resolve difficulties.
- Tracks performance against objectives.
- Keeps team members up to date and regularly lets members know how they are doing.
- Doesn’t give up – keeps trying until they get it right.
- Keeps the team focussed on delivering financial results.
- Helps team members to see the importance of their role for the success of the unit.
- Is positive in approach to problems – seeks ways to overcome them rather than allowing them to distract from achieving results
Thank you!
Team Leaders
- Gives and seeks constructive feedback.
- Thanks both individuals and teams.
- Encourages others and recognises efforts and achievements of colleagues and team as a whole.
- Adapts style to suit the individual’s experience, understanding and confidence.
Application
To apply to YourDay, please email your CV to our , including a short description of why you are the right person for YourDay and which role you are applying for.
