Shift Leader

About the role

One Stop Stores Ltd is hiring a Shift Leader for its Merthyr Tydfil store. This role sits within a busy retail setting where priorities can change quickly from one shift to the next. You will oversee day-to-day store activity, lead the team during duty shifts, and help ensure the shop is clean, well stocked, and delivering a strong customer experience.

The position is centered on hands-on leadership. You will support colleagues through coaching and feedback, keep service standards high, and identify practical ways to improve how the store runs. A key part of the job is making sure the store remains safe for both customers and colleagues while maintaining strong operational standards.

What you will do

• Lead the team so customers get the smoothest possible shopping experience.
• Open and close the store, and manage duty cover while making decisions that protect customers, colleagues, and overall safety.
• Act as the main contact for colleagues when the Store Manager is unavailable for routine operational matters.
• Support the Store Manager with seasonal, community, and charity activity, helping create an inclusive environment.
• Keep the store tidy, clean, and visually well presented at all times.
• Make sure the right products are replenished with priority given to customer needs.
• Ensure point-of-sale materials and shelf-edge labels are accurate and presentable.
• Respond quickly to overcharges and take steps to prevent repeat issues.
• Manage customer queues proactively to keep the shopping journey efficient.
• Organise colleagues so daily priorities are met and breaks are taken at suitable times around trading patterns.
• Use your knowledge of the store to help others implement practical improvements.
• Follow health and safety procedures and ensure the team does the same.
• Share important information with the team so everyone stays informed.
• Look for simpler ways to run store operations and pass ideas to the Store Manager.
• Keep customer service at the center of every decision.
• Deal with customer questions and issues promptly and professionally.
• Adapt your service style to suit different customer needs.
• Recognise and celebrate excellent service from colleagues.
• Identify barriers that may affect service quality and help remove them.
• Handle colleague queries when the Store Manager is absent, or escalate where needed.
• Ensure the store is staffed appropriately and arrange cover quickly for short-notice absence or sickness.
• Serve as a recognised keyholder and attend alarm call-outs when required to protect store safety and security.
• Monitor internal communications and ensure messages are actioned in a timely way.
• Coordinate colleagues so customer needs and store operations are balanced, and raise any shift-related issues to the Store Manager.
• Split your time between service and replenishment areas as needed.
• Support absence management, including return-to-work interviews for CSA colleagues and reporting absence triggers in line with policy.
• Build strong working relationships with the Area Manager and People Partner so you can escalate issues, seek guidance, and benefit from coaching.
• If the store includes a Post Office Local, you will also handle day-to-day post office operations and must pass a Post Office financial and criminal conviction background check; if those checks are not passed, the offer may be withdrawn.

Requirements

• Strong communication skills.
• Customer-focused approach.
• Ability to solve problems effectively.
• Comfortable working as part of a team.
• Good attention to detail.
• Adaptable in a changing retail environment.
• Basic technical skills relevant to store operations.
• Good time management and prioritisation.

Benefits and additional information

One Stop highlights a flexible working culture and welcomes conversations about arrangements that support different life situations. The company also offers a wider colleague benefits package, though the exact list is not provided in the source text.

The business emphasises its community involvement, including support for local charities and groups as well as national partnerships. Over the past decade, it has raised more than £10.4 million for good causes and donated the equivalent of 1.6 million meals through FareShare and Olio.

One Stop describes itself as an inclusive employer with a commitment to fair treatment, accessibility, and reasonable adjustments during recruitment. It is a Disability Confident Leader (Level 3) and supports several colleague networks, including Armed Forces, Disability, LGBTQ+, Families & Carers, Race & Ethnicity, and Women.

The vacancy may be withdrawn before the closing date if a suitable candidate is appointed early.