Assistants & Supervisors
Pod Supervisor
About the job
Key responsibilities
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, contractors and security issues effectively
- Knows what is expected in the Audit requirements and how to contribute to the delivery of successful results
- Works accurately and carefully when dealing with cash and stock (including when picking, put away, delivery acceptance, despatch and TCND) to maintain standards and avoid any losses
- Ensures colleague and customer data is kept confidential, secure and is not kept longer than it is needed
Ensures all required compliance training is completed within the required timescales Values and Behaviours
Required skills & experience
SKILLS & EXPERIENCE:
- Resolving customer complaints and finding practical solutions
- Building positive relationships with customers
- Working towards sales targets and key performance indicators (KPIs)
- Communicating clearly during shift handovers
- Prioritising customer service while completing operational tasks
- Managing workload effectively under pressure
- Working towards sales targets and key performance indicators (KPIs)
- Resolving customer issues independently where possible
- Escalating risks appropriately
- Experience within a retail environment with multiskilling
- Ability to use initiative and manage workload effectively
WHAT’S IN IT FOR YOU?
- Joining Screwfix means joining a growing team – full of support, opportunities, and fun!
- We offer a competitive salary
- 28 days annual leave (including an allowance for Bank Holidays). Increasing with length of service, up to a maximum of 33 days annual leave.
- Award-winning company pension scheme - up to 14% Kingfisher contribution!
- Life cover
- 20% discount with Screwfix and B&Q
- Discounted healthcare
- Company share save schemes
- We’ll also help you be the best you can be, with excellent training and ongoing development.
To find out more about us, please email careers@screwfix.com for any queries
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Apply now! – Upload your CV and complete your application
*Our hourly rates may include a location allowance which is reviewed annually and may change.
Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.
If you require any additional support or adjustments to help you make an application, please contact us at careers@screwfix.com
Training programmes
We’re growing, and we want our people grow with us. That’s why we pull out all the stops to make sure our people continue to learn and develop new skills. It’s all about giving you the tools to build a career that’s right for you.
First Steps to Management
This 16 week programme is open to Service Assistants looking to make the first step into management. Learning specialist skills on-the-job, this programme offers a clear path to a Trade Counter Supervisor role.
Power Up to Trade+
Want to power up your career? A 12-15 month programme that gives you a Trade Supplier Apprenticeship at level 2. This is a blend of practical and online learning, this programme provides the tools and knowledge you need to become a Trade+ Sales Supervisor.
Trade Up to Branch Manager
Over 15 months, you’ll undertake close supervision and structured learning as you learn how to run a store. By the end of this programme, you’ll have a Level 4 Retail Manager Apprenticeship and a strong knowledge of how to motivate and develop a team.
Learning for Life
At Screwfix, we believe that opportunity should always be open to all. So whatever business level you’re at, you can learn wider life skills to help you succeed in areas outside of work. We’ve also partnered with Skills Forward, which offers Maths and English coaching to colleagues and their families both.
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“You get a different range of tasks every day. One day doing delivery, the next serving customers.”
“My day is really varied: customer service at the till, picking orders, doing deliveries, stocking shelves and doing store repro.”
“The supervisor position is a really good opportunity to learn and progress”
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Be yourself
at Screwfix
We all do better when we’re celebrated for who we are. Which is why a warm, equal and inclusive culture is integral to our culture at Screwfix. Our Employee Inclusion Network, 'Us', helps colleagues to share ideas and work collaboratively in pursuit of a fairer, more diverse workplace. With the support of our leadership team, ‘Us’ is comprised and led by true Ambassadors for Diversity & Inclusion. It’s an open space where colleagues can share experiences, learn about allyship, and ultimately, feel free to be themselves.
Plan your commute
Application process
Apply
Applying online is simple. Fill in some basic details and upload your most recent CV. If you’re applying for a S.A. you’ll also need to complete a Situational Judgement Test.
Interview
Prior to your interview, we recommend a thorough read of our careers page and even a trip to your local Trade Counter, to learn as much about us as possible. Your interview will consist of competency-based questions, and a chat about your experience, knowledge of Screwfix and the role you’ve applied for. Interviews may be held on the phone or over video chat, followed by a visit to store to meet the team.
Offer
If we think we’re a good match, we’ll make you an official offer. Once you’ve accepted and we’ve completed the pre-employment checks, you’ll receive your shiny new contract.