About

Customer Service Leader - Heathrow Airport

Synergy Promotions are a leading Travel Retail Promotional Agency who promote the world’s leading Beauty, Fragrance & Liquor brands within Heathrow Airport Duty Free Stores and across the United Kingdom & Ireland.

Job Summary:
The Customer Service Leader will be responsible for overseeing and managing the day-to-day operations of our retail store at Heathrow Airport. This includes leading a team of sales associates, ensuring optimal product displays, driving sales growth, delivering exceptional customer service, and ensuring compliance with company policies and airport regulations. The ideal candidate will have a strong background in retail management, a passion for travel retail, and the ability to thrive in a fast-paced, high-traffic environment.

Key Responsibilities:

• Lead and motivate a team of sales associates to meet and exceed sales targets.
• Ensure high levels of customer satisfaction by providing outstanding service and maintaining a customer-centric environment.
• Oversee inventory management, stock replenishment, and product displays to ensure products are available and attractively presented.
• Monitor sales performance, identify trends, and implement strategies to drive sales and profitability.
• Manage day-to-day store operations, including scheduling, budgeting, and ensuring compliance with airport regulations.
• Maintain a strong knowledge of our product offerings and provide training and development to staff on product features, selling techniques, and customer service.
• Collaborate with the marketing team to execute promotional campaigns, events, and seasonal offerings.
• Handle customer inquiries, complaints, and returns in a professional and timely manner.
• Work closely with the operations team to ensure smooth stock movement, delivery, and storage.
• Ensure the store environment is clean, organized, and welcoming to customers.
• Report on performance metrics, financial results, and staff performance to senior management.

Qualifications:

• Proven experience in retail management, with at least 3-5 years in a supervisory or management role, preferably within travel retail or a luxury retail environment.
• Strong leadership and team management skills, with the ability to inspire, coach, and develop a diverse team.
• Excellent customer service skills and a passion for delivering exceptional service to international travellers.
• Strong sales and financial acumen, with experience in driving business growth and achieving KPIs.
• Excellent organizational and multitasking skills, with the ability to manage operations in a high-traffic, fast-paced environment.
• Ability to adapt to the dynamic nature of the airport environment, including working flexible hours (weekends, holidays, early mornings/late evenings).
• A proactive problem solver with a solutions-oriented approach.
• Knowledge of airport regulations, health and safety standards, and retail compliance is an advantage.
• Fluent in English; additional languages (e.g., Spanish, French, or Mandarin) are a plus.
• A passion for travel and a deep understanding of the needs of international customers.

Our business operates 365 days a year, and as the role is based in an airport, shifts may start as early as 4am and run until 9pm, but with numerous shift options available within this window.

What We Offer:

• Competitive salary and performance-based incentives.
• Opportunities for career development and growth within the company.
• A dynamic and supportive work environment.
• Discounts on products and services.
• Comprehensive benefits package, including health and wellness options.

This role requires candidates to be 18 years of age or older due to the nature of the working environment.

Required:

· You will be issued an Airside pass for airport access, which requires you to provide a complete 5-year history.

· Criminal record check - Disclosure and Barring Service

· If you have resided outside of the UK for six months or more in the past five years, you will be required to obtain a police clearance certificate from the respective country.

· You must also possess a valid passport and have the legal right to work in the UK.

Job Types: Full-time, Permanent

Pay: From £36,000.00 per year

Benefits:

• Company events
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Store discount
• Transport links

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Monday to Friday
• Weekend availability

Education:

• GCSE or equivalent (preferred)

Experience:

• Retail sales: 1 year (required)
• Customer service: 1 year (required)
• Retail management: 1 year (required)
• Management: 1 year (required)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person

Reference ID: TM - LHR