At a Glance
- Tasks: Lead a team of Travel Advisors to deliver top-notch customer service and travel advice.
- Company: Join Lothian, the leading bus operator in Edinburgh, committed to innovation and sustainability.
- Benefits: Enjoy free travel, discounts, a health plan, and a company pension.
- Other info: Dynamic work environment with opportunities for growth in the transport industry.
- Why this job: Be a key player in enhancing customer experiences while developing your leadership skills.
- Qualifications: Experience in team management and excellent communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Location
Edinburgh
Contract
- Permanent |
- Full-Time
Lothian is the main bus operator serving Edinburgh and the surrounding areas of Midlothian, West Lothian and East Lothian.
With a fleet of more than 700 buses across 92 routes, and employing more than 2,700 people, Lothian provides reliable and sustainable travel for millions of customers each year.
Complementing the city’s bus network is Edinburgh Trams, which operates a frequent tram service between Newhaven and Edinburgh Airport, connecting key destinations across the city.
With over 2.3 million customers choosing to travel on its services every week, Lothian is proud to be at the forefront of innovation and technology, continually investing in the customer experience for the benefit of the local environment, the wider Scottish and UK economy and its customers.
Our high street offering plays an important role in our future business strategy by driving sales, building awareness and showcasing all our brands whilst embracing change and shifting focus to meet the evolving expectations and needs of customers.
As a Team Leader, you will lead and manage colleagues and be an ambassador for the Lothian brand and all its products and services by delivering a first-class end to end customer experience whilst maintaining the highest levels of customer satisfaction.
You will maximise each interaction with customers by combining excellent sales service and product knowledge with onward travel information on a range of products including the Lothian tourism portfolio and wider city connections.
Key Responsibilities
- Lead, motivate and manage a team of Travel Advisors.
- Manage rotas, annual leave and day-to-day staffing requirements.
- Oversee operational performance across assigned locations.
- Ensure customers receive excellent service and accurate travel advice.
- Handle customer enquiries and complaints professionally.
- Manage cash handling, banking and stock control processes.
- Maintain knowledge of Lothian products, services and network updates.
- Build strong relationships with colleagues at Lothian and at Edinburgh Trams, as integration progresses.
About You
- Experience leading or managing a team.
- Excellent customer service and communication skills.
- Strong organisational and problem‑solving abilities.
- High attention to detail, especially when handling cash.
- A proactive, professional and team‑oriented approach.
- Experience within the transport, travel or bus industry.
- Knowledge of relevant systems and technology.
What We Offer
- Company pension
- Free travel on Lothian services and Edinburgh Trams
- Ridacard for a family member or friend at a 90% discount
- Free health plan
- Employee discounts across hundreds of retailers
If you're passionate about customer service and have the leadership skills to inspire a successful team, we'd love to hear from you.
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StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Retail Team
✨Get Your Retail Game On
Start by getting to know the local retail scene. Make a list of stores that align with your vibe and visit them. You'll be surprised at how many job openings come from chatting with staff or managers in-store. Plus, showing that you have a genuine interest in their brand can make you stand out when applying for that full-time role!
✨Join Retail Networks and Forums
Tap into retail-specific communities and forums, whether online or in-person. Platforms like Retail Week or local retail meetups can provide invaluable insights and connections. You never know who might drop a tip about an upcoming job at companies like Lothian Buses Ltd., so don’t miss out on building those relationships!
✨Be Ready for Busy Season Opportunities
Keep your eyes peeled for seasonal hiring windows, especially in the run-up to major shopping periods. Retailers often look for full-time staff to carry through busy times and may even keep you on after the season. Stay proactive by regularly checking in with your favourite retailers about their hiring plans.
✨Show Off Your Customer Service Skills
Retail’s all about customer interactions, so make sure you showcase any relevant experience in your conversations and interviews. Share specific examples of your customer service skills and how they’ve led to positive outcomes. This is your moment to shine when applying to roles at places like Lothian Buses Ltd.!
We think you need these skills to ace Team Leader - Retail Team
Some tips for your application 🫡
Show Off Your Customer Service Skills:In retail, customer service is key! Make sure your CV highlights any experience where you've dealt with customers, whether it’s resolving issues or enhancing the shopping experience. Use concrete examples to demonstrate your problem-solving skills and ability to handle difficult situations with ease.
Tailor Your CV for Retail:When applying for a full-time role like this one at Lothian Buses Ltd., customise your CV to reflect retail-specific buzzwords. Include any relevant skills such as inventory management or visual merchandising, and if you have experience with POS systems, shout about it! This will show you’re serious about joining the retail team.
Craft a Genuine Cover Letter:Don’t just repeat your CV in your cover letter! Use it as a chance to explain why you're excited about the opportunity at Lothian Buses Ltd. and how your values align with their brand. Mention specific aspects of the company that resonate with you and let your enthusiasm shine through!
Highlight Your Adaptability:In retail, things can get busy and unpredictable, so demonstrate how adaptable and flexible you are. Share examples of times you've had to adjust your approach on the fly or take on new responsibilities. This will show Lothian Buses Ltd. that you’re ready to jump in and contribute right away!
How to prepare for a job interview at Lothian Buses Ltd.
✨Show Off Your Customer Service Skills
Retail is all about providing an exceptional customer experience, so be ready to discuss your past customer service stories. We should have examples on hand of how we've handled difficult situations or gone above and beyond to meet a customer's needs. These anecdotes will bring your application to life!
✨Familiarity with Point of Sale Systems
Many retail roles require us to work with Point of Sale (POS) systems, so it's a good idea to brush up on any relevant software you’ve used before. If you’re familiar with systems like Shopify or Square, don’t forget to mention this during the interview. Highlighting technical proficiency can set us apart from other candidates!
✨Understand Product Knowledge
Be prepared to discuss the products that the store sells and how we can contribute to their sales. Showing enthusiasm for the products and a willingness to learn can impress interviewers. We should research popular items or trends in the industry before the interview, so we can speak confidently about them.
✨Be Ready for Role-Playing Scenarios
Many retail interviews include role-playing scenarios where we might have to deal with a difficult customer or upsell a product. Practising these scenarios with a friend or family member can help us feel more comfortable. The key here is to showcase our problem-solving skills and ability to remain calm under pressure!
