Supervisor, Retail, Customer Service Rep

As a Supervisor, you provide visible leadership on the shop floor, supporting the team to deliver excellent customer experiences and strong day-to-day performance. You act as a key link between the team and management, helping translate priorities into action.

This role represents progression from delivering results yourself to supporting others to perform consistently, building confidence in people leadership and decision-making.

• Lead by example in delivering warm, personal, and brand-led customer experiences.
• Support colleagues to build confidence in customer conversations, make product recommendations and drive conversion.
• Use customer feedback and observation to spot risks to service and act quickly.
• Help encourage data capture and relationship-building as part of everyday service.
• Handle customer queries with empathy and professionalism, escalating where appropriate.
• Use your presence on the floor to maintain service standards and ensure customers feel welcomed, supported, and valued.
• Champion brand values on the shop floor, creating an environment where inclusivity, care, and pride in presentation are evident in every interaction.
• People and Culture:
  
  Supporting the Team
  • Guide and support team members during shifts, setting clear expectations and priorities.
  • Provide in-the-moment coaching and feedback to build confidence and capability.
  • Support onboarding and training of new starters, reinforcing brand and service standards.
  • Contribute to a positive training culture by sharing knowledge and best practice.
  • Celebrate successes, identify development opportunities, and help cultivate a positive, inclusive team culture.
  • Act as a trusted point of support between the team and management, stepping up when required.
  • Act as a calm, reliable presence during busy or pressured trading periods.
• Operational and Commercial Excellence:
  
  Improving Performance
  • Support daily trading priorities, floor coverage, and task completion.
  • Review basic sales KPIssuch as conversion, ATV, and UPT. And use observations as part of daily routines, helping the team focus on what matters most.
  • Support promotions, Visual Focus actions, and replenishment activity.
  • Maintain high standards of housekeeping, visual presentation, and operational compliance.
  • Balance completing operational tasks with maintaining excellent service on the shop floor.
  • Escalate issues, risks, or opportunities clearly to store management.
  • Support management by sharing customer insights and contributing to store action plans.
  • Champion the digital experience in store, using technology to deliver seamless, multi-channel service.

• Proven experience in retail or a service-led environment, with exposure to supporting or guiding others.
• Passionate about people, with the ability to inspire through warmth, communication, and example.
• Confident and proactive, with a solution-focused approach to challenges.
• Well organised, efficient, and attentive to detail.
• Motivated to develop leadership and commercial skills.

At The White Company, we value our employees for always going the extra mile; we reward this with great benefits and competitive salaries.

• 50% discount on our products,
• 23 days holiday rising to 25 during service,
• A Volunteer Day with a charity of your choice,
• In addition to a competitive salary, a discretionary bonus scheme may be rewarded annually,
• Perkplace Benefits Platform – offering a variety of discounts across wellbeing and lifestyle,
• Automatic enrolment into the Group Personal Pension scheme,
• Following successful probationary completion, you’ll be covered by our life assurance plan,
• Social – Christmas party/social events throughout the year

At The White Company we are committed to creating an inclusive culture that welcomes and celebrates a diversity of backgrounds and identities.

We are working together to ensure our environment is one where people can bring their authentic selves to work, where their contribution is valued, ability enhanced, and perspective appreciated. Where difference is respected, encouraged, and celebrated. Where you can feel you belong.

We are committed to an active Equality Diversity and Inclusion Policy, which starts with our recruitment and selection process.

We’d love you to join us on our journey.

We are committed to building a sustainable legacy that will enable a brighter future for people and our planet.’ We believe this should be reflected in everything we do.