Retail Team Leader

About the role

We are seeking an enthusiastic, people‑focused Retail Team Leader to oversee the day‑to‑day operations of our flagship Harry Potter Shop on Oxford Street. This hands‑on, shop‑floor based role involves coaching, motivating and supporting a large front‑line team to deliver exceptional service across both shop‑floor and back‑of‑house areas.

Key responsibilities

• Run the shop‑floor and back‑of‑house areas on shift, ensuring clear priorities, effective deployment and smooth workflows.
• Maintain a strong physical presence, responding quickly to trading demands, queues, replenishment needs and guest issues.
• Coordinate shop‑floor and stockroom activity to ensure product availability and efficient stock movement.
• Set and maintain standards for service, presentation, cleanliness and safety, addressing issues immediately.
• Lead and direct colleagues during peak periods, reallocating resources as needed.
• Coach colleagues on service expectations, product knowledge and brand behaviours.
• Support onboarding and buddying of new starters.
• Act as first point of escalation for operational issues, resolving or escalating appropriately.
• Champion health and safety throughout the store.

Required profile

• People‑focused and enthusiastic with a passion for delivering outstanding customer experiences.
• Proven ability to lead, motivate and develop a large front‑line team.
• Strong communication and problem‑solving skills.
• Flexibility to work shift patterns, including peak periods.
• Commitment to maintaining high standards of presentation, cleanliness and safety.

Required skills

What we offer

• £16.80 per hour.
• 25 days holiday (pro‑rata).
• GymPass membership.
• HBO Max & Discovery+ subscription and exclusive access to Screeners App.
• Staff discounts on Studio Tour tickets, retail, food and beverage.
• Option to join pension and private healthcare schemes.