Retail Team Leader Reports to: Retail Officer Location: Based at Swanage, with regular travel across the Railway Hours: Part time (25 hours per week, with evening and weekend working) Contract: Annualised Salary: £17,000 per annum Purpose of the Role To lead the day-to-day delivery of retail operations across the railway, ensuring a welcoming, high-quality visitor experience while maximising secondary spend. The Retail Team Leader plays a hands-on role, leading by example, supporting staff and volunteers, and ensuring retail outlets are well-presented, well-stocked, and visitor- focused at all times. Key Responsibilities – Retail Operations - Lead daily retail operations across all shops, kiosks, and pop-up outlets. - Ensure shops are open, staffed, clean, attractive, and fully stocked. - Maintain high standards of visual merchandising aligned with seasonal events and branding. - Support stock control, deliveries, pricing, and basic cash handling procedures. - Work closely with the Retail Officer/Manager on product ranges and promotions. Key Responsibilities – Team Leadership - Act as first point of contact for retail staff and volunteers during shifts. - Provide on-the-job support, guidance, and informal training. - Help coordinate rotas, breaks, and cover to ensure smooth operation. - Foster a positive, inclusive, and motivated team culture. - Lead by example in customer service and professionalism. Key Responsibilities – Visitor Experience - Deliver consistently excellent customer service across all retail outlets. - Support visitors with enquiries, accessibility needs, and general assistance. - Handle minor complaints or issues professionally, escalating when required. - Act as a visible ambassador for the railway and its values. Commercial Awareness - Encourage upselling and cross-selling in a friendly, visitor-focused way. - Support event trading (galas, Christmas services, special events). - Provide feedback on visitor trends, popular products, and improvement opportunities. - Assist with end-of-day checks and basic reporting where required. Health, Safety & Compliance - Ensure safe working practices in all retail environments. - Follow safeguarding, cash handling, and data protection procedures. - Support risk assessments and incident reporting as required. Person Specification – Essential - Experience in retail, hospitality, or visitor attraction environments. - Confident supervising or leading others (staff or volunteers). - Strong customer service skills with a friendly, calm approach. - Practical, hands-on attitude and ability to multitask. - Willingness to work weekends, bank holidays, and busy event days. Person Specification – Desirable - Experience working with volunteers. - Visual merchandising or stock control experience. - Interest in heritage, tourism, or visitor attractions. Reporting Line Reports to: Retail Officer Works closely with: Visitor Services, Catering, Events, and Volunteer Teams