Pod Operations Lead - Customer Experience & Sales

Screwfix Direct Ltd.; Leominster; On-site; GBP 17,000 - 22,000; Full time

Benefits offered by this job

28 days annual leave

Pension scheme

Life cover

Discounts: Screwfix & B&Q

Healthcare

Employee share schemes

Training & development

Job summary

Screwfix Direct Ltd. is seeking a Pod Supervisor to lead a Pod team, drive customer service excellence, and support sales performance in a fast-paced retail environment. You will mentor colleagues, ensure safe, accurate processes, and help deliver business initiatives.

Reporting to the Pod Manager, you will balance customer interactions with operational priorities, maintain cash controls, and promote a positive, compliant store environment.

Qualifications

• Resolving customer complaints and finding practical solutions.
• Building positive relationships with customers.
• Working towards sales targets and KPIs.
• Communicating clearly during shift handovers.
• Prioritising customer service while completing operational tasks.
• Managing workload effectively under pressure.

Responsibilities

• Shares knowledge and best practice with your Pod team and the wider business.
• 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 improve the customer experience and understand impact on NPS.
• Multitasks effectively, balancing customer service and operational tasks.

Skills

Customer service

Team leadership

Sales targets

Communication

Workload management

Job description

Screwfix Direct Ltd. is seeking a Pod Supervisor to lead a Pod team, drive customer service excellence, and support sales performance in a fast-paced retail environment. You will mentor colleagues, ensure safe, accurate processes, and help deliver business initiatives.

Reporting to the Pod Manager, you will balance customer interactions with operational priorities, maintain cash controls, and promote a positive, compliant store environment.