Pod Supervisor

Screwfix; Whitley Bay; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

28 days annual leave (including Bank/8

Award-winning pension scheme

Life cover

20% Screwfix discount

Discounted healthcare

Company share save schemes

Training and development

Job summary

Screwfix is seeking a Pod Supervisor to lead the Pod team, deliver excellent customer service, and drive sales within our busy store. You will manage shifts, support customers in-store and online, and ensure compliance with cash and stock procedures.

The role involves coordinating tasks, maintaining high service standards, and contributing to KPI targets while promoting our products and promotions.

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
• Resolving customer issues independently where possible
• Escalating risks appropriately

Responsibilities

• Lead Pod team and share knowledge and best practices to improve performance
• Ensure thorough handover between shifts with clear expectations
• Assist customers to navigate Screwfix tools, app and website, processing orders and refunds
• Resolve customer issues within the Pod and act on feedback to improve experience
• Understand impact on NPS and take steps to enhance service quality
• Identify and escalate risks that could affect the customer experience
• Balance customer service with operational tasks to keep the Pod running smoothly
• Conduct cash management and stock handling with accuracy and security
• Maintain Pod cleanliness and compliance with health and safety requirements

Skills

Customer service

Sales targets

Shift handovers

Workload management

Initiative

Job description

Overview

Position is open to full or part time applications.

Everything we do starts with the people we serve. We’re proud to be the traders behind the tradespeople: the nuts and bolts behind the job, always ready to save the day (or at least the project).

From power tools to workwear, cables to pipe fittings, we offer over 60,000 products across 900+ stores – and that’s not to mention our industry-leading digital services. Join Screwfix and be part of a team of experts who get the job done quickly, affordably, and always with a smile.

Reporting to the Pod Manager, you will support strong customer service and operational performance, ensuring tasks are completed safely and to a high standard. You will work independently for significant periods, confidently making decisions, managing your workload, and maintaining clear communication while lone working.

You’ll help create an inclusive and positive environment, collaborating effectively and consistently doing the right thing for the team and the customer. As a hands‑on leader, you will role‑model company standards, ensure processes are followed, and support the delivery of business initiatives.

Responsibilities

WHAT’S IT LIKE TO BE A POD SUPERVISOR?

Working with the team:

• 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

Delivering great customer service:

• 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

Driving sustainable sales performance & building partnerships:

• 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

Driving KPIs:

• Is aware of the Pod targets and current performance
• Supports Pod team to implement plans to improve Pod performance and achieve targets
• Complies with company cash management policies, understands the systems and how to deal with losses/issues
• Uses stock management systems, manages deliveries, returns, damages, clearance and investigates discrepancies
• Follows current controls to avoid any unnecessary expenditure in the Pod

Driving compliance:

• Always adheres to company principles, plans, policies and procedures
• Complies with the front of house and warehouse principles as required by the business
• Complies with all Health and Safety requirements including lone working requirements
• Maintains the Pod standards and cleanliness in Front of House and Warehouse, including the accurate implementation of marketing briefs
• Deals with Pod visitors, contractors and security issues effectively
• Knows what is expected in the Audit requirements and how to contribute to the delivery of successful results
• Works accurately and carefully when dealing with cash and stock (including when picking, put away, delivery acceptance, despatch and TCND) to maintain standards and avoid any losses
• Ensures colleague and customer data is kept confidential, secure and is not kept longer than it is neededEnsures all required compliance training is completed within the required timescales Values and Behaviours

Qualifications

SKILLS & EXPERIENCE:

• 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

WHAT’S IN IT FOR YOU?

• Joining Screwfix means joining a growing team – full of support, opportunities, and fun!
• We offer a competitive salary
• 28 days annual leave (including an allowance for Bank Holidays). Increasing with length of service, up to a maximum of 33 days annual leave.
• Award-winning company pension scheme - up to 14% Kingfisher contribution!
• Life cover
• 20% discount with Screwfix and B&Q
• Discounted healthcare
• Company share save schemes
• We’ll also help you be the best you can be, with excellent training and ongoing development.

To find out more about us, please email [e-mail] for any queries

Follow us and find out more on our LinkedIn, Instagram & Twitter pages

*Our hourly rates may include a location allowance which is reviewed annually and may change.

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.

If you require any additional support or adjustments to help you make an application, please contact us at [e-mail]