Pod Supervisor: Customer Service & Sales Ops Lead

Screwfix; Leominster; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Employee discount

Pension scheme

Training opportunities

Career progression

Job summary

Screwfix is seeking a Pod Supervisor to lead a busy team in-store, delivering excellent customer service and driving sales. You will manage shifts, support customers across Screwfix App and website, and ensure efficient operations within the Pod.

The role emphasizes teamwork, problem solving, and proactive improvement of the customer journey. Experience in retail, strong communication, and the ability to balance service with operations are essential.

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.
• Experience within a retail environment with multiskilling.

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.

Skills

Customer service

Communication

Team collaboration

Sales targets

Shift handovers

Multitasking

Initiative

Problem solving

Working under pressure

Retail experience

Tools

Screwfix App

Stock management systems

Job description

Screwfix is seeking a Pod Supervisor to lead a busy team in-store, delivering excellent customer service and driving sales. You will manage shifts, support customers across Screwfix App and website, and ensure efficient operations within the Pod.

The role emphasizes teamwork, problem solving, and proactive improvement of the customer journey. Experience in retail, strong communication, and the ability to balance service with operations are essential.