Shop Support Team Leader

Date: 13-Jan-2022

Location: Newcastle Upon Tyne, GB, NE12 8BU

Company: Greggs Plc

Vacancy Details

An exciting opportunity has arisen to play a key leadership role in the brand-new Shop Support Team providing shop teams with a first-rate support service, always putting our customers at the heart of everything we do.

This is a Full Time(35 hours per week, 1pm until 9pm 5 days a week) and Permanent position based at Greggs House, Q9, Newcastle

About Greggs

Here at Greggs, we love what we do and we have fun! What makes Greggs so special is our culture – the way we are, the way we behave and the way we support each other.

We're hard-working, but above all else we're family; and it doesn't matter who you are, where you're from or what your favourite bake is, we’d love you to join us!

We want everyone to feel welcome at Greggs and our colleagues to be able to be themselves at work, whatever their background, preferences, or views.


£22,000 per annum

Shift Pattern and Contracted Hours

35 hours per week, 1pm until 9pm 5 days a week

What you'll do


  • Leading a team of Shop Support Advisors by supervising the day-to-day operation and championing the continuous improvement of our service standards and support processes
  • Helping to create an enthusiastic and positive culture focused on driving up service levels and tackling the root cause of issues
  • All aspects of line management including training, developing, carrying out regular 1-2-1s and PDRs and managing performance in line with company policy
  • Proactively managing shop operational issues by highlighting opportunities to improve performance
  • Ensure the team are following agreed ways of working and support them by keeping resolution processes up to date
  • Assist in preparation of weekly call trend updates and reports to drive action
  • Manage the central point of contact hub for operational issues, providing notifications and updates
  • Support team with crisis management and emergency responses such as amending shop trading times and carrying out aspects of the product withdrawal process

About you

  • Previous experience managing or co-ordinating people is essential
  • A strong team player, with fantastic communication skills, able to build relationships at all levels
  • Great organisation skills, able to plan and prioritise effectively
  • Experience of working in a fast-paced environment, able to multi-task effectively and work calmly with a number of different priorities
  • Confident decision maker
  • Experience of training and developing people
  • Proficient in MS Office packages (Word, Excel, Outlook)
  • Excellent customer service skills



Your Application

During the application process we'll keep in touch every step of the way, we know how big a decision it is for you to apply for a job.

Once you do we'll work hard to keep you up to speed on how your application is progressing. With your help, we can make your application as quick and smooth as possible.