Customer Service Supervisor

Dunelm; Leicester; On-site; GBP 27,000 - 29,000; Full time

Job summary

An established industry player is seeking a Customer Experience Coach to enhance the shopping experience at their new store. This dynamic role involves leading a team, ensuring customer satisfaction, and driving sales through effective management. Ideal candidates will have a strong background in retail or hospitality, with a passion for creating memorable customer interactions. Join a supportive environment where your leadership can shine, and help foster a culture that values individuality and teamwork. If you're ready to make a real difference in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• Solid management experience in a customer-facing role.
• Passionate about creating memorable shopping experiences.

Responsibilities

• Create a welcoming space for customers and lead your team.
• Handle customer queries and boost sales through insights.

Skills

Management Experience

Customer Service

Team Leadership

Retail Operations

Communication Skills

Job description

Overview

Customer Service Supervisor: £13.30 rising to £13.84 per hour.

Starting salary equivalent of £27,664 rising to £28,787.20 per year, plus overtime.

We’re on the lookout for a Customer Experience Coach to join our lovely team at our latest new Ipswich Dunelm store.

This isn’t just any management role. You’ll be right at the heart of everything that makes our store tick, overseeing the day-to-day running of key service areas, tills, and colleague scheduling. And when the Store Manager (our Store Coach) is away, you’ll step up and keep everything running smoothly.

It’s a hands-on, fast-paced role, perfect for someone who loves bringing out the best in people - creating a shopping experience that feels just right.. If you're ready to make a real difference and enjoy a good challenge, this could be your next move.

Home. There’s no place like it.

And there’s no feeling like helping people create the joy of feeling truly at home. At Dunelm, that’s what we do. We’re the UK's number one choice for homewares because we make home life lovelier for our customers.And we’vecrafted a workplace that feels just as welcoming – where you can bring your ideas, be yourself, and feel right at home.

We’re all about the customer – making them feel welcome and helping them find the perfect pieces for their home (and maybe a few they didn’t even know they needed!)We’re fast and friendly, and no two days are ever the same.There’s always someone new to meet, something new to learn, and plenty of chances to make a real difference.

Seeing as we have 200+ stores across the UKit’s safe to say we know a thing or two about great shopping experiences - and it all starts with our people. Our friendly, helpful teams make all the difference, so we make sure they’re well looked after with great benefits and loads of opportunities to grow.So, get stuck in, take pride in your store, and make the most of everything on offer. There’s something for everyone here – and that includes you!

As a Customer Experience Coach you will be responsible for commercially driving the store forward through strong stock controls and product availability, planning and execution of campaigns and most important of all, ensuring our customers receive an amazing shopping experience.

What you'll be doing

1. Create a warm and welcoming space where every customer feels right at home and leaves with a smile.
2. Lead by example and coach your team to put customers first, making sure every shopper is greeted, helped, and genuinely connected with.
3. Handle customer queries with care and confidence, putting things right quickly and putting smart fixes in place to stop issues happening again.
4. Use feedback and insights to keep improving how we interact with customers, and help boost those all-important sales while you're at it.
5. Celebrate the wins, big and small. It’s all about building a positive, high-energy culture that keeps the team buzzing.
6. Shout out great work regularly, it helps everyone feel valued, motivated, and part of something special.
7. Champion individuality. Encourage everyone to bring their whole selves to work and help create a store that’s truly inclusive.
8. Keep the team spirit strong by building confidence and coaching colleagues to shine in their roles.
9. Be a solid support for your Store Coach, especially when it comes to people-related tasks.
10. Make time for regular wellbeing chats and career catch-ups with your team, and help spot future stars as part of our succession planning.
11. Train your team to feel confident with big-ticket sales, helping them give expert advice and personalised recommendations that customers really trust.
12. Give real-time feedback and encouragement to help everyone grow and do their best.
13. Get the most out of every sales opportunity, including multi-channel options like MPOS, making sure customers enjoy a smooth, joined-up shopping experience and leave with just what they need (and maybe a little bit more).
14. Nurture future leaders by mentoring and supporting those who want to take their next step.
15. Play your part in welcoming and training new colleagues properly, making sure they’ve got everything they need to hit the ground running.

What we'll look for in you

• You’ve got some solid management experience under your belt, ideally in a customer-facing role like retail or hospitality, where rolling up your sleeves and getting stuck in was all part of the job.
• You know how to boost business performance and smash KPIs, all while keeping the store looking its best.
• You’re passionate about creating brilliant shopping experiences that customers remember (for all the right reasons).
• You’re a true team player, someone who knows how to communicate clearly, build strong connections, and lead a happy, high-performing team.