Sales & Service Team Leader: West Elm in London

We're passionate about delivering exceptional customer experiences and creating a workplace where creativity, collaboration and growth are encouraged. Join our team and be part of a global business that values innovation, passion and outstanding service.

Our West Elm store at Westfield London is looking for a Sales & Service Team Lead to join our team. This is a full-time position, working 40 hours per week on a fully flexible roster across Monday to Sunday. In this role, you'll inspire customers to create homes they love by delivering exceptional service, building genuine relationships, and helping them discover products that perfectly suit their lifestyle. Your passion for people and premium retail will bring the West Elm brand to life while driving sales and creating loyal customers.

Why You Will Love Working With Us

• Generous employee discounts so you can enjoy our beautiful products.
• Access to a confidential Employee Assistance Program for personal and professional support.
• Career development opportunities with genuine investment in your growth.
• A collaborative and supportive team culture where your contributions are valued.
• The opportunity to be part of a growing global retailer with premium brands.

What You Will Be Doing:

• Deliver exceptional customer experiences by providing friendly, professional service, resolving customer enquiries, and acting as a champion for our world-class service standards.
• Lead by example on the sales floor, inspiring and coaching the team to achieve sales targets while creating meaningful customer connections that build brand loyalty.
• Support the day-to-day operations of the store, including opening and closing procedures, supervising the sales floor, and ensuring smooth store operations.
• Build strong relationships with store leadership, customer support and warehouse teams to ensure customer enquiries are resolved efficiently and every customer receives outstanding service.
• Maintain exceptional store standards by ensuring visual merchandising, replenishment, stock presentation, cleanliness and back-of-house operations are consistently delivered to brand expectations.
• Contribute to a positive team culture by sharing product knowledge, identifying coaching opportunities, following company policies and promoting our People First philosophy.

What You Will Bring:

• Previous experience in retail or customer service, with experience in a senior retail, supervisory or key holder role highly regarded.
• A passion for delivering exceptional customer experiences, with the ability to build genuine relationships and resolve customer enquiries with confidence.
• Strong sales and leadership skills, with the ability to motivate, coach and lead by example to achieve individual and team goals.
• Excellent communication and organisational skills, with the ability to prioritise tasks and thrive in a fast-paced retail environment.
• A proactive, positive attitude with strong attention to detail, a willingness to learn, and a commitment to maintaining high store standards and living our People First philosophy.

Physical Requirements:

• Ability to remain active on the sales floor and in back-of-house areas for extended periods.
• Ability to climb ladders and use equipment safely.
• Ability to lift and move medium to large items (up to 30kg) using appropriate equipment and safe lifting techniques.
• Confidence using point-of-sale (POS) systems and retail technology.

Ready to Join the Team?

If you're passionate about premium retail, love creating exceptional customer experiences, and enjoy leading from the front, we'd love to hear from you. Apply today and become part of the West Elm team.