Apprenticeship training course

Retail team leader (level 3)

Guiding and coordinating staff, their work and sales within a retail environment.

• Qualification level: 3 ; Equivalent to A level.
• Typical duration: 12 months
• Apprenticeship category: Sales, marketing and procurement
• Maximum funding: £4,000 ; Maximum amount government will fund ; for apprenticeship training.
• Also known as:
  • retail supervisor
  • shift supervisor
  • supervisor
• Skills:
  Skills an apprentice will learn

  • 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

Full information on Retail team leader (level 3) is available from the Institute for Apprenticeships and Technical Education.

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