Pod Team Lead - Customer Service & Operations

Screwfix; Newton Aycliffe; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Annual leave 28–33 days

Pension up to 14% Kingfisher

Life cover

20% discount Screwfix/B&Q

Healthcare discount

Company share save

Training and development

Job summary

Screwfix is hiring a Pod Supervisor in the United Kingdom. This role is open to full or part-time applicants and focuses on leading the Pod team, delivering exceptional customer service, and driving sales initiatives across our store environment.

You will guide customers using in-store tech (tablets, app, website), manage stock and cash controls, and contribute to an improved customer experience while meeting store KPIs.

Qualifications

• Resolve customer complaints and finding practical solutions.
• Build 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.

Responsibilities

• Share knowledge and best practice with your Pod team and the wider business.
• Ensure 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.

Skills

Customer service

Team communication

Sales targets

Shift handovers

Multitasking

Workload management

Retail experience

Initiative

Job description

Screwfix is hiring a Pod Supervisor in the United Kingdom. This role is open to full or part-time applicants and focuses on leading the Pod team, delivering exceptional customer service, and driving sales initiatives across our store environment.

You will guide customers using in-store tech (tablets, app, website), manage stock and cash controls, and contribute to an improved customer experience while meeting store KPIs.