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.
Responsibilities
* Customer and Brand Experience: Lead by example in delivering warm, personal, and brand-led customer experiences.
* Customer Experience: Support colleagues to build confidence in customer conversations, make product recommendations and drive conversion.
* Service Risk Management: Use customer feedback and observation to spot risks to service and act quickly.
* Data Capture and Relationship Building: Encourage data capture and relationship-building as part of everyday service.
* Query Handling: Handle customer queries with empathy and professionalism, escalating where appropriate.
* Service Standards: Use your presence on the floor to maintain service standards and ensure customers feel welcomed, supported, and valued.
* Brand Values Champion: 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.
* Coaching and Feedback: Provide in-the-moment coaching and feedback to build confidence and capability.
* Onboarding: Support onboarding and training of new starters, reinforcing brand and service standards.
* Knowledge Sharing: Contribute to a positive training culture by sharing knowledge and best practice.
* Success Celebration: Celebrate successes, identify development opportunities, and help cultivate a positive, inclusive team culture.
* Support Point: Act as a trusted point of support between the team and management, stepping up when required.
* Calm Presence: 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.
* KPIs Review: Review basic sales KPIs such as conversion, ATV, and UPT, using observations as part of daily routines to help the team focus on what matters most.
* Promotions & Visual Focus: Support promotions, visual focus actions, and replenishment activity.
* Housekeeping & Presentation: Maintain high standards of housekeeping, visual presentation, and operational compliance.
* Task Balancing: Balance completing operational tasks with maintaining excellent service on the shop floor.
* Escalation: Escalate issues, risks, or opportunities clearly to store management.
* Insight Sharing: Support management by sharing customer insights and contributing to store action plans.
* Digital Experience Champion: Champion the digital experience in store, using technology to deliver seamless, multi-channel service.
Qualifications
* 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.
Benefits
* 50% discount on our products.
* 23 days holiday rising to 25 during service.
* A Volunteer Day with a charity of your choice.
* Competitive salary with discretionary bonus scheme that 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 will be covered by our life assurance plan.
* Social – Christmas party/social events throughout the year.
Equality, Diversity and Inclusion
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.
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