Job Description

Purpose of the Role

To lead the day-to-day delivery of retail operations across the railway, ensuring a welcoming, high-quality visitor experience while maximising secondary spend. The Retail Team Leader plays a hands-on role, leading by example, supporting staff and volunteers, and ensuring retail outlets are well-presented, well-stocked, and visitor-focused at all times.

Key Responsibilities - Retail Operations

- Lead daily retail operations across all shops, kiosks, and pop-up outlets.

- Ensure shops are open, staffed, clean, attractive, and fully stocked.

- Maintain high standards of visual merchandising aligned with seasonal events and branding.

- Support stock control, deliveries, pricing, and basic cash handling procedures.

- Work closely with the Retail Officer/Manager on product ranges and promotions.

Key Responsibilities - Team Leadership

- Act as first point of contact for retail staff and volunteers during shifts.

- Provide on-the-job support, guidance, and informal training.

- Help coordinate rotas, breaks, and cover to ensure smooth operation.

- Foster a positive, inclusive, and motivated team culture.

- Lead by example in customer service and professionalism.

Key Responsibilities - Visitor Experience

- Deliver consistently excellent customer service across all retail outlets.

- Support visitors with enquiries, accessibility needs, and general assistance.

- Handle minor complaints or issues professionally, escalating when required.

- Act as a visible ambassador for the railway and its values.

Commercial Awareness

- Encourage upselling and cross-selling in a friendly, visitor-focused way.

- Support event trading (galas, Christmas services, special events).

- Provide feedback on visitor trends, popular products, and improvement opportunities.

- Assist with end-of-day checks and basic reporting where required.

Health, Safety & Compliance

- Ensure safe working practices in all retail environments.

- Follow safeguarding, cash handling, and data protection procedures.

- Support risk assessments and incident reporting as required.

Person Specification - Essential

- Experience in retail, hospitality, or visitor attraction environments.

- Confident supervising or leading others (staff or volunteers).

- Strong customer service skills with a friendly, calm approach.

- Practical, hands-on attitude and ability to multitask.

- Willingness to work weekends, bank holidays, and busy event days.

Person Specification - Desirable

- Experience working with volunteers.

- Visual merchandising or stock control experience.

- Interest in heritage, tourism, or visitor attractions.

Reporting Line

Reports to: Retail Officer

Works closely with: Visitor Services, Catering, Events, and Volunteer Teams

Job Type: Part-time

Pay: 17,000.00 per year

Expected hours: 25 per week

Work Location: In person