Pod Supervisor: Customer-Driven Operations Lead

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

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.