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Skill Overview


Guiding and coordinating staff, their work and sales within a retail environment, a Retail Team Leader will build skills and knowledge such as:

Understand the customer profile of the business, their purchasing habits across a retail calendar year and how to meet and exceed their needs. Know the best ways to drive the team to increase sales, secure customer loyalty and attain business targets.

Understand the purpose of the business including its vision, objectives, and brand / business standards, how they compare to its competitors and how own role, and the team, help to achieve them.         

Understand how own actions and those of the team can contribute to the overall financial performance of the business by increasing sales e.g., through product positioning, and minimising costs through effective stock control and prevention of theft.            

Understand how to organise the team daily to achieve objectives and recognise the importance of contingency planning to meet business requirements; know limits of authority when deputising for line manager.

Understand the importance of business compliance to legal requirements and supporting the team to operate in line with business policy and procedures.

Understand how current and emerging technologies support retail operations and sales whether customer facing or remote, and how best to operate them to achieve an efficient and effective service.

Learning Objectives

Customer: Monitor customers’ enquiries and service requirements; coach and support team members to use appropriate methods e.g. face to face or remote such as on-line facilities, to deliver consistent and exceptional service that provides customers with a positive experience

Business: Work with the team to maintain brand / business standards at all times and identify and address any potential risks according to business procedures

Financial: Support the achievement of financial targets by planning and monitoring resources. Use resources effectively and efficiently to meet expected demand. Oversee the areas that impact on financial performance in own area of the business in line with business procedures

Leadership: Use available information to coordinate the work of the team so that the right people and resources are in the right place at the right time to ensure consistent brand / business standards are delivered. Deputise for line manager within limits of own authority

Marketing: Support the team to ensure they understand and engage in the marketing activities and plans of the business and help ensure that customers have the best possible experience

Communication: Adapt style of communication according to the audience, monitor the effectiveness of and encourage excellent communications across all operations that achieve the best result for the business including verbal, written and on-line communications
Sales and Promotion: Communicate sales targets to the team and support them, recognising and acting on opportunities to maximise revenue, for example through link selling and drawing customers’ attention to promotional offers

Product and Service: Maximise opportunities to increase sales by ensuring team know and understand the features, benefits, unique selling points and other relevant information relating to products, product ranges and services offered by the business

Merchandising: Ensure team replenish and maintain merchandising according to business requirements, the retail calendar and local needs e.g. geographical, topical or weather based

Stock: Ensure team complies with stock procedures to minimise stock damage or loss, maximise income and comply with legal requirements; and take appropriate action to sell stock that is near the end of its product, promotional or shelf life

Technology: Oversee the appropriate use of technology in line with business policy and follow the appropriate procedures to deal with service issues

Developing self and others: Plan, organise, prioritise and oversee own and team members’ activities, supporting their induction, training, development and coaching, and delegating tasks fairly and appropriately to meet business objectives

Team Performance: Lead the team on a daily basis, setting targets and reviewing progress against them. Motivate team members, provide coaching and on job training. Identify conflict within the team and work to resolve this with support from others

Legal and Governance: Ensure self and team always comply with legal requirements, respond quickly to identified risks and ensure they are dealt with in line with business procedures and reported to the appropriate member(s) of the management team

Diversity: Ensure team members are aware of and follow business policies relating to diversity. Make reasonable adjustments as required for customers or team members

Funding Option

Funding Eligibility

This opportunity is only available to business owners, managers and team leaders looking to upskill their staff. If you are unemployed or exploring new career options, you can start your apprenticeship journey by sending your CV to: info@360apprenticeships.co.uk

For apprentices aged 16-21 the training costs are fully funded by the government. For apprentices aged over 21, there is a 5% co-investment which would be paid by the employer. Alternatively, the training costs can be covered by utilising the Apprenticeship Levy Fund.

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