Retail Team Leader

Showroom & Counter

Location - Kirkwall

 Full-time – 37.5hrs

As we continue to grow, we’re looking for a Retail Team Leader to support our showroom and counter operation and help bring out the best in our people.

This is a hands-on leadership role for someone who leads from the front, sets high standards and takes pride in delivering an excellent customer experience every day.

You’ll be a visible presence on the shop floor — coaching, supporting and motivating the team, while still rolling up your sleeves and getting stuck in.

The role

As Team Leader, you’ll balance people leadership with day-to-day operational responsibility, including:

• Leading, motivating and supporting the retail team on the showroom floor and counter

• Setting clear expectations and maintaining high standards of customer service

• Acting as a point of escalation for customer queries and issues

• Supporting the day-to-day running of the showroom, ensuring it is well-presented, stocked and safe

• Coaching team members through on-the-job guidance and feedback

• Supporting new starters with training and embedding the right behaviours

• Helping organise rotas, cover and priorities to keep things running smoothly

• Monitoring standards, accuracy and stock presentation

• Leading by example — serving customers, processing sales and supporting stock activity as required

What we’re looking for

We’re looking for a natural leader with the confidence to guide others and the humility to stay hands-on:

• Previous experience as a Team Leader, Supervisor or Senior Retail Assistant

• Strong customer service background (retail or trade counter experience ideal)

• Confidence communicating clearly and positively with a diverse team

• The ability to coach, motivate and hold others to account

• Good organisational skills and attention to detail

• A calm, solutions-focused approach, even under pressure

• Confidence using systems and understanding the importance of accuracy

Our values in action

This role is ideal for someone who genuinely lives our values:

Customer First – you set the standard for great service

Be the Best – you care about quality, standards and continuous improvement

Do the Right Thing – you’re fair, consistent and accountable

Community Spirit – you build trust and teamwork

Future Focus – you develop people and think ahead

What’s in it for you

• Accredited Living Wage Employer

• Monday to Friday working (Saturdays on rota if required)

• Pension scheme

• Death in Service benefit

• Employee discount

• Cycle to Work scheme

• Staff uniform

• Discretionary annual bonus (based on company performance)

• Extra holiday after one year

• Employee Assistance Programme (EAP) – free, confidential 24/7 support for you and your immediate family, covering wellbeing, mental health, financial and personal advice

Why join us?

You’ll be stepping into a role where your leadership genuinely matters — shaping the culture on the shop floor, supporting people to grow, and helping deliver a customer experience you can be proud of.

If you’re ready to lead by example and make a real impact, we’d love to hear from you.