Customer Host Supervisor

Role Overview

16‑hour contract. Weekend availability may be required. Customer Host Supervisors support the team in ensuring we are the best on the high street for delivering an amazing customer experience.

Lead by example and coach the team to ensure the shop delivers excellent customer service in line with our A.C.E pillars (Be Friendly, Be Inspiring, Be Invaluable) throughout the customer journey. Promote and compile customer information, in line with data protection regulations, when completing customer purchases and driving our email conversion and sign‑ups. Introduce customers to, and champion within the team, multichannel shopping through endless‑aisle orders.

Maintain high visual standards in‑store. Support floor moves, mannequin and window displays, and replenishment. Understand the features (fits, style, fabrics) of our product ranges, promote these within the team, and explain them to our customers.

Make commercial decisions and be proactive with stock, promotions, and opportunities to drive sales. Support the coordination of promotions, incentives and key trading weeks including Customer Event, seasonal set‑up, sale launch and promotions. Communicate the shop’s key performance indicators (KPIs) to the team and lead briefings in management absence to ensure the team is motivated to achieve targets. Strive to continuously improve team performance.

Organise and support the running of the shop through staff‑management processes such as Rotageek. Use company resources such as the White‑Stuff website, Looking White‑Stuff, the Tea Room, email communications, window guidelines and brand posts to engage with our customers and ensure compliance with daily/weekly actions. Assist management in creating a positive atmosphere focused on delivering the best sales and customer experience results.

Motivate and reward the team through praise and recognition. Delegate tasks appropriately to ensure the day‑to‑day running of the shop. Identify priorities and plan accordingly to ensure time is productively spent and the balance of tasking versus customer service is met. Seek out opportunities to train and develop the team. Assist management with the communication and completion of wellbeing initiatives and escalating people queries to relevant management and People teams.

Cascade People Team communications such as Retail Family Gathering to the team.

Process deliveries efficiently and ensure that on the shop floor products are replenished and always available for customers. Assist in supervision of stock takes and audits to ensure accurate reconciliation. Support compliance and day‑to‑day transactional running of the shop, including necessary paperwork, cashing up and having good operational knowledge of in‑store systems and processes. Show good understanding of policies and procedures.

Escalate operational issues and risks to relevant functions. Understand health & safety and emergency procedures in store and lead and hold responsibility for these during management absence. Support visits from internal stakeholders with a professional approach. Hold responsibility for efficient and accurate ship‑from‑store and Click+Collect processes. Assist with stocktake and audits to ensure accurate reconciliation.

Have awareness of our charity partner and the positive impact this has including supporting any events or charity promotions. Understand our approach to ethical sourcing and environmental impact to be able to explain this to our customers and the team.

You’ll be passionate about retail and fashion. You will have the determination to grow and succeed. You will thrive in a team environment and inspire others with your passion and expertise. You will be your true self and bring out the best in others too.

• Quarterly bonus opportunity
• Up to 25 days holiday per annum plus bank holidays
• 2 days paid per year to volunteer in the local community (as per contracted hours)
• 50% product discount
• Annual uniform allowance
• BUPA dental insurance
• Healthcare cash plan and life assurance
• Interest‑free season ticket loan
• Pension contribution