Pod Supervisor - Customer Ops & Team Leader

Screwfix Direct Ltd.; Buxton; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

28 days annual leave (including Bank/H

Pension scheme

Life cover

20% discount with Screwfix & B&Q

Discounted healthcare

Company share save schemes

Training and development

Job summary

Screwfix Direct Ltd. is recruiting a Pod Supervisor based in Buxton to lead daily operations and customer service within the Pod. You will manage workloads, support the team, and ensure safety and standards while delivering a seamless shopping experience.

You'll balance people leadership with hands-on tasks, drive KPI performance, resolve issues, and promote sales initiatives across Screwfix App, promotions, and services to help customers get the job done.

Qualifications

• Experience in a retail environment with multiskilling.
• Excellent communication during shift handovers.
• Ability to manage workload effectively under pressure.
• Resolving customer issues independently where possible.
• Escalating risks appropriately.
• Knowledge of health and safety requirements and lone working.

Responsibilities

• Shares knowledge and best practice with the Pod team and wider business.
• Supports customers to find what they need and processes orders/refunds efficiently.
• Resolves customer issues in the Pod and uses feedback to improve experience.
• Identifies risks that could affect customer experience and escalates appropriately.
• Balances customer service with operational tasks to keep the Pod running smoothly.
• Drives KPIs and implements plans to improve Pod performance and sales.

Skills

Customer service

Leadership

Retail operations

Cash handling

Communication

Team collaboration

Problem solving

Time management

Multi-tasking

Risk awareness

Job description

Screwfix Direct Ltd. is recruiting a Pod Supervisor based in Buxton to lead daily operations and customer service within the Pod. You will manage workloads, support the team, and ensure safety and standards while delivering a seamless shopping experience.

You'll balance people leadership with hands-on tasks, drive KPI performance, resolve issues, and promote sales initiatives across Screwfix App, promotions, and services to help customers get the job done.