Van Hage Garden Centre

Team Leader

SG12 9RP, Ware
15 Feb 2019
15 Mar 2019
Full Time
Contract Type

Team Leader competencies

Mandatory Competencies

  • Resilience 
  • Delivering results 
  • Relationship Building 
  • Communication
  • Motivation 
  • Developing others 
  • Customer focus 
  • Integrity and Ethical management 
  • Team Working 

Optional Competencies

  • Leadership and inspiring others 
  • Adaptability/Change Management 
  • Developing self 
  • Analytical thinking 
  • Time Management 
  • Influencing 
  • Planning and Organising 


Mandatory Competencies


  • The ability to give and gather information and to actively manage the communication process
  • Asks questions to find out others real views and check understanding  
  • Effectively conveys information to the team in plain language
  • Has a manner, style and presence that makes a positive impression
  • Listens to and considers others’ views
  • Able to state views own views clearly and concisely
  • Tackles disagreement constructively
  • Uses electronic communication channels appropriately and in a way that generates a positive reaction in the recipients

Customer focus 

The pursuit of the highest level of customer service

  • Anticipates future customer needs and trends  
  • Focuses on identifying opportunities to benefit customers
  • Offers advice and guidance in responding to customer enquiries     
  • Shows respect and friendliness to customers
  • Able to resolve customer concerns
  • Talks and listens to customers to clarify their real needs and expectations

Delivering results  

The ability to focus oneself and others on achieving specific outcomes

  • Challenges team members who fail to achieve the required standards  
  • Effectively implements company policies, procedures and  initiatives
  • Encourages others to aim high and exceed normal expectations
  • Focuses effort on priority tasks and activities to achieve maximum results
  • Is able to progress several issues simultaneously
  • Manages projects successfully from inception to delivery
  • Sets realistic deadlines, tasks and standards for others

Developing others

The ability to improve performance through training and development of individuals and teams.

  • Accurately identifies what people are good at and where they have potential to develop     
  • Creates a positive learning environment
  • Encourages others to stretch themselves
  • Promotes the idea of continuous improvement
  • Provides personalised coaching and support to others
  • Sets and agrees objectives with people and monitors their progress
  • Understands people's strengths and aspirations and takes them into account when allocating responsibilities
  • Plan, organise, prioritise and oversee own and team members’ activities.
    • Supporting their induction, training, development and coaching
    • Delegating tasks fairly and appropriately to meet business objectives
  • 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.
  • Positively and confidently challenge poor performance and recognise excellent performance in line with business procedures.

Integrity and Ethical management 

The ability to work ethically according to professional & company values

  • Accepts responsibility for own work & decisions
  • Admits mistakes and takes steps to rectify them.
  • Gives credit to deserving parties and does not take credit for the work of others
  • Is loyal to the company and its principles
  • Sticks to decisions which have been made and stays true to their word
  • Uses positional and personal power with care and restraint


The ability to support and encourage individuals and teams, so that they give of their best

  • Demonstrates belief in the abilities of others
  • Displays genuine interest in people and their progress
  • Gives praise and open recognition
  • Has strength and maturity to support individuals and teams through difficult circumstances
  • Involves others and encourages full participation
  • Motivates others through personal example
  • Takes time to discover what motivates individuals


This competency reflects the ability to be resilient and to achieve through repeated effort

  • Maintains motivation and focus when under pressure
  • Progresses with the task even in the face of personal frustration or disappointment
  • Refuses to allow earlier setbacks to affect future situations
  • Remains calm, professional & focused, acting as a role model in difficult situations
  • Stays positive in the face of interpersonal conflict or disruption to plans
  • Steps back from a difficult situation to understand what is going on & why
  • Sticks to the task in hand, even if practical difficulties arise

Relationship Building

The ability to get on well with a wide range of people and build long term trusting relationships

  • Brings tensions to the surface, helps to resolve conflicts and produces a positive outcome
  • Builds rapport with people
  • Goes out of way to develop trust in relationships
  • Is good at resolving people issues before they get out of hand
  • Is sensitive to the unspoken feelings of others
  • Looks for common ground and builds co-operation even in difficult circumstances
  • Notices when others need help and support

Team Working 

The ability to contribute to teams and to improve their effectiveness through personal commitment.

  • Develops a wide network of productive relationships around the business
  • Develops ideas and solutions jointly with others
  • Encourages a strong sense of team spirit
  • Focuses the team on what will contribute to success in the long term
  • Gives fair and constructive feedback to team members
  • Supports less experienced colleagues
  • Takes responsibility for team's actions

Challenges conventional views to benefit the business

Generates innovative ideas and solutions

Suggests ideas for possible improvements

Translates ideas into practical solutions

Is punctual and a good timekeeper

Able to make most effective use of one's own time and that of others

Developing self 

The ability to focus on own development and to take action to learn.

  • Actively seeks feedback to assist with continuous self-improvement
  • Evaluates own performance
  • Is able to accurately identify own development needs
  • Open to learning
  • Reviews & consciously learns from experience
  • Sees own development as important
  • Takes responsibility for setting up their own learning opportunities


The ability to influence and persuade others

  • Anticipates how people are likely to react and prepares appropriately
  • Continually assesses a situation and adapts behaviour accordingly
  • Has the appropriate skills to turn objections into positive outcomes
  • Is good at influencing senior people and winning support for a case
  • Is persuasive without being aggressive
  • Makes a strong & positive impact in a group
  • States own views & opinions & backs them up with clear evidence

Leadership and inspiring others 

The ability to use personal skills to guide and inspire individuals/groups towards achieving goals

  • Delegates effectively to others
  • Generates energy and enthusiasm in others
  • Inspires others to believe that they can achieve worthwhile goals
  • Is a source of strength in times of uncertainty
  • Leads without aggression or arrogance
  • Shows trust in the abilities of others
  • Takes a lead in uncertain situations

Planning and Organising  

  • The ability to plan, organise and prioritise work. Balancing resources, skills, priorities and timescales to achieve objectives
  • Reviews and reassesses work schedules and priorities on a regular basis
  • Allows for contingency in plans
  • Concentrates effort on priorities
  • Identifies clear targets and priorities
  • Plans for the long term

Stock Management

  • Understand the principles of stock control from sourcing to sale / supply. Understand the management of stock levels, security, restrictions (e.g. age restricted products), wastage and effective systems for recording them
  • Take a proactive approach and lead the team to effective stock management, ensuring stock is accessible and available in line with quality requirements, where and when needed
  • 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


Know the methods of merchandising throughout the retail operation, including point of sale, the retail calendar and local needs.

Ensure team replenish and maintain merchandising according to business requirements, the retail calendar and local needs e.g. geographical, topical or weather based

Communicate and encourage the merchandising principles, standards and commerciality to the team

Legal Governance

Understand the importance of business compliance to legal requirements and supporting the team to operate in line with business policy and procedures

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.

Product and Service

Know and promote the features and benefits of products / services, their unique selling points, the skills required to sell them, where items fit into product ranges, associated  products and services, where to find detailed information if required and other relevant information such as delivery lead time, accessibility and source

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

Promote all products and services confidently, demonstrating excellent knowledge and understanding of them

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