Pod Supervisor: Lead Customer Service & Ops

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

Benefits offered by this job

Competitive salary

28 days annual leave incl BH

Pension scheme

Life cover

20% discount Screwfix/B&Q

Discounted healthcare

Share save schemes

Job summary

Screwfix Direct Ltd. is seeking a Pod Supervisor to lead daily operations in our Market Drayton pod. You will manage customer service, lead a small team, and ensure safe, efficient delivery of services in a fast-paced retail environment.

Reporting to the Pod Manager, you will drive high standards of service, handle cash, stock, and compliance while promoting sales initiatives and positive customer experiences.

Qualifications

• Experience resolving customer complaints with practical solutions.
• Strong ability to build positive relationships with customers.
• Proven track record meeting sales targets and KPIs.
• Excellent communication during shift handovers.
• Ability to balance customer service with operational tasks under pressure.
• Experience in a retail environment with multi-skilling.
• Ability to use initiative to manage workload.

Responsibilities

• Shares knowledge and best practice with 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 continuously improve the customer experience and service quality.
• Understands how actions impact NPS and the steps needed to enhance the customer service experience.

Skills

Customer service

Relationship building

Sales targets

Shift handovers

Workload management

Issue resolution

Risk escalation

Retail experience

Initiative

Job description

Screwfix Direct Ltd. is seeking a Pod Supervisor to lead daily operations in our Market Drayton pod. You will manage customer service, lead a small team, and ensure safe, efficient delivery of services in a fast-paced retail environment.

Reporting to the Pod Manager, you will drive high standards of service, handle cash, stock, and compliance while promoting sales initiatives and positive customer experiences.