Apprenticeship – Retail Team Leader – Level 3

Retail team leaders provide critical support to managers, delivering exceptional service and a positive experience to customers. They may have to deputise for managers in their absence. 

The role is dynamic and in one day can involve a variety of different functions.  Most significantly, retail team leaders guide and co-ordinate the work of the team to complete tasks and to identify and explore opportunities that drive sales. They also ensure team members maintain business standards in relation to merchandising, service and promotional activities, in line with procedures. 

It is expected that the apprentice would have worked in an operational role within the industry before starting on this qualification.

• Customer
• Business
• Finance
• Leadership
• Marketing
• Communications
• Sales and Promotion
• Product and Service
• Merchandising
• Stock
• Technology
• Developing Self and Others
• Team Performance
• Legal and Governance
• Diversity

• Act as a role model to champion excellent customer service by always looking to improve customers’ experience through a welcoming and professional approach which builds strong customer relationships.
• Demonstrate personal responsibility for meeting the objectives of the team and the business.
• Demonstrate commercial awareness, and act responsibly and with integrity to protect the financial position of the business.
• Display decisive thinking when making decisions that are in the best interest of the business.
• Use sound judgement and take prompt action in the case of problems relating to resources.
• Proactively seek to understand local consumer trends, competitors’ offers and promotions, and customer needs and expectations, report to manager, seek feedback and take action in area of responsibility.
• Demonstrate positive verbal and body language using concise and clear methods of communication, taking on board other people’s points of view and responding in a way that is considerate to the audience.
• Be proactive in looking for cost-effective sales opportunities and ways to enhance revenue.
• Promote all products and services confidently, demonstrating excellent knowledge and understanding of them.
• Communicate and encourage merchandising principles, standards and commerciality to the team.
• Take a proactive approach and lead the team to deliver effective stock management, ensuring stock is accessible and available in line with quality requirements, where and when needed.
• Become an advocate for the effective and efficient use of technology.
• Take responsibility for own performance, learning and development.  Develop positive relationships with team members, embracing new and better ways of working.
• Positively and confidently challenge poor performance and reward excellent performance in line with business procedures.
• Be responsible, advocate and adhere to the importance of working legally in the best interests of all people.
• Operate in an empathic, fair and professional manner with all individuals regardless of background and circumstances.

The apprentice will be assessed by observation, witness testimonies, personal reports and work products, culminating in a:

• 60-minute on-demand test
• Retail business project
• Professional discussion – one-hour structured meeting

The qualification can be completed at the workplace. However, 20% of off-the-job training must be allowed for the apprentice to study/work towards this qualification.

There may be a requirement to attend a different location for the end-point assessment.

You will need to provide your apprentice with any PPE required to legally and safely undertake their role.

The apprentice could progress to a management or customer service qualification or move up to a Level 4 programme.

Store Manager

You may already have someone in your organisation or someone has come to you direct asking for an apprenticeship, but if you don’t we have a free recruitment service to help you hire the best candidate for your organisation from our talent pool and external advertising through social media and the national apprenticeship services website

If you are an employer and you would like to know more, please email businessenquiries@derby-college.ac.uk or call 01332 387421