Shop and Spa Supervisor in City of Westminster

Diversity matters. We are building a brand that represents the people of the world. It’s what you do that counts, and we are always looking to expand perspectives and voices to shape our future. We see you, we celebrate you, we want you!

Who we are: You might know us as the inventors of the bath bomb, but there’s more to this great-smelling, partly employee‑owned, family‑run company than pioneering cosmetics. We believe our business should put more back into the world than it takes and demonstrate that capitalism can be a force for good. The Living Wage Foundation’s statement ‘a hard day's work deserves a fair day's pay’ is one that we are proud to commit to in the UK. As an accredited Living Wage employer, we put our people first and fight cruel practices like animal testing, promote regeneration, and show that it is what’s inside that counts – whether that’s an ingredient in a product, or the minerals in a smartphone.

The role: Supervisors play a vital role in our team, consistently delivering exceptional customer service and crafting standout experiences throughout the year. You’ll have a genuine passion for connecting with customers and a talent for bringing out the best in their team. As a Supervisor, you lead the charge in fostering a positive atmosphere on the shop floor, collaborating seamlessly with your colleagues to achieve shared goals, and cultivating an environment that encourages continuous development within your team. Beyond just the basics of communication, you'll be the go‑to for keeping the info flowing smoothly throughout the store. Team up with your colleagues, the store manager, and neighboring stores, maintaining an open and friendly communication flow that significantly contributes to the team’s success on the shop floor. In your role as a Supervisor, your natural leadership shines through as you handle conversations with finesse, set and manage expectations, and provide unwavering support to your team. Balancing the needs of the business while keeping team morale high is the key to your success in this dynamic and influential position.

Key Information:

• Hours available: 32 hours per week
• Application Deadline: 30th July
• Interview Dates: W/C 3rd August
• Start Date: W/C 31st August or earlier if availability allows

We may close this vacancy early if we receive an overwhelming response or our business requirements change.

Key Responsibilities:

• Lead and motivate the sales team to deliver exceptional customer service by providing regular coaching, feedback, and encouragement, helping them improve their product knowledge and sales skills.
• Engage with customers by offering a warm welcome, asking open‑ended questions to understand their needs, and providing tailored product recommendations to create a memorable shopping experience.
• Maintain a clean, visually appealing, and well‑organized shop floor by ensuring displays follow guidelines, adjusting to seasonal trends, and keeping shelves well‑stocked.
• Support the store manager in achieving sales targets through team motivation, creative approaches to drive performance (like check‑ins or shop floor competitions), and actively seeking opportunities to exceed goals.
• Organise and contribute to in‑store events, customer celebrations, and external outreach to enhance the customer experience and drive business growth, while ensuring that the team is trained to confidently host these events.
• Provide training, feedback, and development for team members to improve their skills, foster a collaborative environment, and support the recruitment and onboarding of new staff.
• Lead the store effectively in the absence of the store manager by ensuring smooth daily operations, maintaining high standards, and maximising sales throughout all opening hours.
• Ensure health and safety standards are followed by maintaining a safe work environment, addressing any issues promptly, and supporting overall store compliance.
• Seek opportunities for personal development through training sessions, coaching from management, and connecting with other leaders, aiming to continuously enhance skills and contribute ideas to improve the shop floor experience.

Skills and Experience:

• Customer Service: Embrace a genuine love for delivering outstanding customer service, inspiring your team to shine and provide that 5‑star experience. Our stores are all about creating a haven of kindness, aiming to make our customers' days unforgettable.
• Management Skills: Navigate tricky conversations with finesse, set and manage expectations, and be the backbone of support for your team.
• Teamwork: Be the beacon of positivity on the shop floor, working alongside your team to achieve your collective goals and fostering a supportive work environment through continuous team growth.
• Communication: Weave effective verbal communication skills into your daily routine, spreading the word throughout the store and collaborating seamlessly with retailers, your manager, and neighbouring stores.

Benefits:

• Holiday allowance
• 50% discount on Lush products and spa treatments
• Profit‑based bonus
• Complimentary spa treatment
• Pension scheme
• Paid day off for your birthday
• Cycle to work scheme
• Discounted rail and bus season tickets
• Employee assistance programme
• 6 months of full pay for parental leave (primary caregiver must qualify for SMP)
• Flexible working
• Tailored gender affirming care

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