Pod Lead: Customer Service & Operations

Screwfix Direct Ltd.; Whitley Bay; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

28 days annual leave

Pension up to 14% Kingfisher

Life cover

Staff discount

Discounted healthcare

Share save schemes

Training & development

Job summary

Screwfix Direct Ltd. recruits a Pod Supervisor to lead the Pod team, deliver outstanding customer service and support operations to run smoothly in store. You’ll manage workload, handovers, and safety while lone working, reporting to the Pod Manager.

You’ll drive sales through knowledge of Screwfix App and website, resolve issues quickly, and maintain Pod standards. Experience in retail, strong communication, and the ability to multitask are essential.

Qualifications

• Resolving customer complaints and finding practical solutions.
• Building positive relationships with customers.
• Working towards sales targets and key performance indicators (KPIs).
• Communicating clearly during shift handovers.
• Prioritising customer service while completing operational tasks.
• Managing workload effectively under pressure.
• Working towards sales targets and key performance indicators (KPIs).
• Resolving customer issues independently where possible.
• Escalating risks appropriately.
• Experience within a retail environment with multiskilling.
• Ability to use initiative and manage workload effectively.

Responsibilities

• Shares knowledge and best practice with your Pod team and the wider business.
• Shares feedback to help improve the performance of the team and Pod.
• Ensures a thorough handover between shifts so everyone is clear on expectations for the day and can prioritise tasks accordingly.
• Supports customers to find what they need confidently navigating the browser tablets, Screwfix App and website, and can process orders and refunds efficiently.
• Resolves customer issues in the Pod.
• Acts on customer feedback to continuously improve the customer experience, using all tools/frameworks to do the right thing for our customers.
• Understands how actions impact NPS and the steps needed to enhance the customer service experience.
• Identify and escalates potential risks that could affect the customer experience.
• Multitasks effectively, balancing customer service and operational tasks to ensure the smooth running of the Pod, proactively looking for opportunities to improve ways of working.
• Actively engages in sales initiatives set by the company including Screwfix App, AOV, promotions, Trade+ Services.
• Understands the products and services available to our customers and how to promote them with a focus on driving incremental sales.
• Understands the Trade customer and our proposition to effectively grow sales.
• Accurately implements the current marketing brief.
• Makes commercial decisions in line with policy to further promote sales where necessary including marketing refreshes and contingency lines.
• Understands the A2 and clearance process and carries this out according to current requirements.

Skills

Customer service

Sales targets

Shift handovers

Workload management

Retail experience

Multitasking

Risk escalation

Initiative

Job description

Screwfix Direct Ltd. recruits a Pod Supervisor to lead the Pod team, deliver outstanding customer service and support operations to run smoothly in store. You’ll manage workload, handovers, and safety while lone working, reporting to the Pod Manager.

You’ll drive sales through knowledge of Screwfix App and website, resolve issues quickly, and maintain Pod standards. Experience in retail, strong communication, and the ability to multitask are essential.