Team Leader – Retail
Location: Edinburgh
Contract: Permanent | Full-Time
Lothian is the main bus operator serving Edinburgh and the surrounding areas of Midlothian, West Lothian and East Lothian. With a fleet of more than 700 buses across 92 routes, and employing more than 2,700 people, Lothian provides reliable and sustainable travel for millions of customers each year. Complementing the city’s bus network is Edinburgh Trams, which operates a frequent tram service between Newhaven and Edinburgh Airport, connecting key destinations across the city.
With over 2.3 million customers choosing to travel on its services every week, Lothian is proud to be at the forefront of innovation and technology, continually investing in the customer experience for the benefit of the local environment, the wider Scottish and UK economy and its customers.
Our high street offering plays an important role in our future business strategy by driving sales, building awareness and showcasing all our brands whilst embracing change and shifting focus to meet the evolving expectations and needs of customers.
As a Team Leader, you will lead and manage colleagues and be an ambassador for the Lothian brand and all its products and services by delivering a first-class end to end customer experience whilst maintaining the highest levels of customer satisfaction. You will maximise each interaction with customers by combining excellent sales service and product knowledge with onward travel information on a range of products including the Lothian tourism portfolio and wider city connections.
Key Responsibilities
- Lead, motivate and manage a team of Travel Advisors.
- Manage rotas, annual leave and day-to-day staffing requirements.
- Oversee operational performance across assigned locations.
- Ensure customers receive excellent service and accurate travel advice.
- Handle customer enquiries and complaints professionally.
- Manage cash handling, banking and stock control processes.
- Maintain knowledge of Lothian products, services and network updates.
- Build strong relationships with colleagues at Lothian and at Edinburgh Trams, as integration progresses.
About You
Essential
- Experience leading or managing a team.
- Excellent customer service and communication skills.
- Strong organisational and problem-solving abilities.
- High attention to detail, especially when handling cash.
- A proactive, professional and team-oriented approach.
Desirable
- Experience within the transport, travel or bus industry.
- Knowledge of relevant systems and technology.
What We Offer
- Company pension
- Free travel on Lothian services and Edinburgh Trams
- Ridacard for a family member or friend at a 90% discount
- Free health plan
- Employee discounts across hundreds of retailers
- Career development opportunities
If you're passionate about customer service and have the leadership skills to inspire a successful team, we'd love to hear from you.
Closing Date 17/07/2026.
