Retail Assistant - Ascot 2026

About Lapland: Based on the original stories of Mike and Alison Battle ‘Lapland’, the show is a ground-breaking immersive theatrical production that brings to life the mythical elven world of Father Christmas. Lapland celebrates the wonderment of childhood through our magical world, rich storytelling & memory-making experiences.

Role Overview: Retail Assistants support the day-to-day operations of a retail store, helping to create a positive shopping experience for customers. This role involves a combination of customer service, product knowledge, merchandising, and general store maintenance.

Key Responsibilities:

• Customer Service & Support: Greet customers as they enter the store and offer assistance in a friendly and professional manner. Provide detailed information about products, services, and promotions to help customers make informed decisions. Respond promptly and politely to customer inquiries, complaints, or returns, ensuring satisfaction is maintained. Upsell and cross-sell products where appropriate to meet sales targets.
• Sales Transactions: Operate point-of-sale (POS) systems to process sales quickly and accurately. Handle Jingles (cash) and credit/debit card payments with attention to detail and security. Issue receipts, refunds, and exchanges in accordance with store policies. Balance cash register drawers at the beginning and end of shifts.
• Stock Management & Merchandising: Replenish stock on shelves and racks, ensuring products are neatly arranged and easy to find. Assist with stock rotation and ensure expired or damaged goods are removed from display. Support stocktakes/inventory audits by counting items and recording quantities accurately.
• Store Presentation & Maintenance: Keep the sales floor clean, organized, and visually appealing at all times. Set up promotional displays and signage in line with store marketing guidelines. Ensure tills and counter areas and common areas are tidy and well-maintained. Follow store opening and closing checklists/procedures.
• Health & Safety Compliance: Follow all company policies related to health, safety, and hygiene. Be vigilant about potential hazards and report safety concerns to management. Maintain awareness of loss prevention procedures to help reduce theft and damage.
• Team Collaboration: Work closely with colleagues and supervisors to ensure smooth store operations. Participate in team meetings and training sessions to stay updated on new procedures, products, and promotions.

Required Experience:

• Excellent Communication Skills: Ability to clearly explain product details, answer questions, and engage in positive conversation. Active listening skills to understand guests' needs and offer suitable solutions. Comfortable interacting with a wide range of people from diverse backgrounds.
• Strong Interpersonal Skills: Friendly, approachable, and helpful demeanour that makes guests feel welcome. Team-oriented attitude with the ability to collaborate effectively with colleagues and management. Patience and tact when dealing with difficult guests or situations.
• Customer-Focused Mindset: Committed to providing a high level of service and enhancing the overall shopping experience. Immerse yourself in the Elven World with your actions and use of terminology, fully embracing your Elf Name. Ability to remain calm and professional under pressure, especially during busy periods or when resolving complaints. Proactive in identifying guests' needs and going the extra mile to meet them.
• Attention to Detail: Accurate when handling cash, pricing items, and completing transactions. Diligent in checking stock levels, expiry dates, and store presentation standards.
• Sales Awareness: Basic understanding of sales techniques, such as upselling and cross-selling. Ability to promote current deals. Driven to meet team sales forecasts where applicable and under the direction of the Duty Retail Manager.
• Adaptability and Flexibility: Willingness to perform a variety of tasks and shift focus quickly as needed. Comfortable with changing schedules, including evenings and weekends. Ability to learn new systems, products, or procedures quickly.
• Problem-Solving Skills: Capable of handling unexpected issues, such as stock shortages or guest concerns. Resourceful in finding solutions without always needing direct supervision. Able to remain composed when multitasking or working in high-pressure situations.
• Basic Numeracy and Technology Skills: Confident in handling Jingles (Lapland currency) and calculating change. Familiar with using point-of-sale systems, barcode scanners, and basic retail software.
• Good Physical Stamina: Ability to stand for extended periods, carry light to moderate loads, and move around the store frequently. Resilience and energy to handle busy shifts, particularly during peak times.
• Reliability and Professionalism: Punctual, responsible, and dependable in fulfilling assigned shifts and tasks. Maintains a tidy appearance in costume and represents the store brand positively. Follows both Retail and Wardrobe instructions and always adheres to company policies.

Customer Facing Role Requirements: Where the Worker is in costume, will be expected to: Remove all jewellery and piercings (no clear replacements) - this includes tooth gems/grills. Have neatly groomed, natural coloured hair, and as an elf, have all long hair in plaits. If worn, religious head coverings must be a neutral colour of brown, beige, or navy. Arrive on shift with none or natural make-up (foundation if worn must look like your natural skin tone); minimal mascara, no false eye lashes and no false or painted nails. No tattoos are permitted from the collar bone up for all customer facing roles. In addition, no tattoos are permitted below elbow for Food & Beverage, and 2 inches below elbow for all other customer facing roles on site. Leave all watches, including smart watches and phones securely in your locker. Please note we require a minimum commitment of 3 shifts per week.

Key Dates:

• PAID TRAINING: Your training plan will vary depending on your role. Training will take place on select dates between the end of October 2026 and the beginning of November 2026, training is mandatory.
• LIVE EVENT: Thursday 5th November - Thursday 24th December 2026.

Benefits:

• Hourly pay of £12.75 per hour, plus holiday pay which is paid at the end of your contract.
• Free hot meal per day.
• Free coffee, tea and soft drinks.
• 20% discount in LaplandUK retail shops on selected dates.
• Free Parking Off-Site at Ascot Racecourse (shuttlebus direct to event site).
• Shuttlebus from Ascot Train Station to event site.

Working for LaplandUK is unlike any other role. By ‘Honouring Childhood Together’, we create memorable moments that families cherish forever. We can’t wait to welcome you to our secret, magical world this year!