Salary: Competitive annual salary Shift pattern: 3 or 4-day week, 12-hour shifts - 2 week rotating shift pattern (Week 1 Mon, Tue, Sat, Sun - Week 2 Wed, Thu, Fri) Are you a hands-on retail leader who thrives in a fast-paced environment? Join World Duty Free at Heathrow and lead a team that delivers outstanding customer experiences every day. As a Customer Service Leader, youll coach and motivate a team of 1520 colleagues on the shop floor, driving sales, service excellence, and team performance. Youll play a key role in creating an energetic, inclusive, and high-performing culture in one of the UKs most dynamic retail settings. What Youll Do Lead, inspire, and develop your team to deliver exceptional service. Be visible on the shop floor (around 90% of your time). Oversee daily operations, visual standards, and compliance. Take ownership in Duty or Service-Orchestrated leadership roles across the terminal. What Youll Bring 23 years experience leading teams in a high-volume retail environment. Strong people and communication skills. A passion for coaching, motivating, and empowering others. Adaptability and enthusiasm for fast-paced, customer-focused retail. Why World Duty Free? Competitive pay and bonus opportunities. Clear career progression and development programmes. Staff discounts, travel perks, and retail benefits. Supportive, global retail environment. At World Duty Free, were passionate about developing talent and creating an inclusive workplace. Were proud to be a Disability Confident Employer and will support you with any reasonable adjustments throughout the recruitment process.