Pod Supervisor

Overview

Position is open to full or part time applications.

Everything we do starts with the people we serve. We’re proud to be the traders behind the tradespeople: the nuts and bolts behind the job, always ready to save the day (or at least the project).

From power tools to workwear, cables to pipe fittings, we offer over 60,000 products across 900+ stores – and that’s not to mention our industry-leading digital services. Join Screwfix and be part of a team of experts who get the job done quickly, affordably, and always with a smile.

Reporting to the Pod Manager, you will support strong customer service and operational performance, ensuring tasks are completed safely and to a high standard. You will work independently for significant periods, confidently making decisions, managing your workload, and maintaining clear communication while lone working.

You’ll help create an inclusive and positive environment, collaborating effectively and consistently doing the right thing for the team and the customer. As a hands‑on leader, you will role‑model company standards, ensure processes are followed, and support the delivery of business initiatives.

WHAT’S IT LIKE TO BE A POD SUPERVISOR?

Working with the team:

• 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

Delivering great customer service:

• 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, proactively looking for opportunities to improve ways of working

Driving sustainable sales performance & building partnerships:

• Actively engages in sales initiatives set by the company including Screwfix App, AOV, promotions, Trade+ Services
• Understands the products and services available to our customers and how to promote them with a focus on driving incremental sales
• Understands the Trade customer and our proposition to effectively grow sales
• Accurately implements the current marketing brief
• Makes commercial decisions in line with policy to further promote sales where necessary including marketing refreshes and contingency lines
• Understands the A2 and clearance process and carries this out according to current requirements

Driving KPIs:

• Is aware of the Pod targets and current performance
• Supports Pod team to implement plans to improve Pod performance and achieve targets
• Complies with company cash management policies, understands the systems and how to deal with losses/issues
• Uses stock management systems, manages deliveries, returns, damages, clearance and investigates discrepancies
• Follows current controls to avoid any unnecessary expenditure in the Pod

Driving compliance:

• Always adheres to company principles, plans, policies and procedures
• Complies with the front of house and warehouse principles as required by the business
• Complies with all Health and Safety requirements including lone working requirements
• Maintains the Pod standards and cleanliness in Front of House and Warehouse, including the accurate implementation of marketing briefs
• Deals with Pod visitors,…