Customer Host Supervisor (temp contract)

White Stuff was established in 1985 through a simple idea. This idea grew and now we have shops and concessions in the UK and internationally, selling women's and men's clothing as well as beautiful accessories and homeware. Our original prints (all designed in house), intricate details and considered design touches reflect our personality and make us subtly distinctive. Our people are at the heart of our brand, constantly moving and driving us forward. We're sociable, talented and like-minded and we're not hierarchical or political in how we do business. We encourage entrepreneurial ideas and accountability at all levels.

About the role

This is a 24-hour contract role with weekend availability required. Our Customer Host Supervisors support the team in ensuring we are the best on the high street for delivering an amazing customer experience. In this role, you will work alongside the Shop Manager to deliver excellent shop commercial, visual, and operational standards and support the development and training of your team.

Responsibilities

• Customer Experience
  • Lead by example and coach the team to deliver 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 drive email conversion and sign-ups.
  • Introduce customers to, and champion within the team, multichannel shopping through endless aisle orders.
• Product Presentation and Visual Standards
  • Maintain high visual standards in-store.
  • Support with 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 customers.
• Commercial Management
  • 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.
  • Hold a good understanding of and ability to communicate the shop's Key Performance Indicators (KPIs) to the team.
  • Lead team briefs in management absence to ensure the team is informed and motivated to achieve targets.
  • Strive to continuously improve team performance.
• Team Management
  • Organise and support the running of the shop through staff management processes such as Rotageek.
  • Use company resources (e.g., White Stuff website, Looking White Stuff, the Tea Room) to engage with 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.
  • Support motivating and rewarding the team through praise and recognition.
  • Live our Brand Values and champion these within the team.
  • Delegate tasks appropriately to ensure the day-to-day running of the shop.
  • Identify priorities and plan accordingly to balance tasking and customer service.
  • Seek opportunities to train and develop the team.
  • Assist with communication and completion of wellbeing initiatives and escalate people queries to relevant management and People teams.
  • Cascade People Team communications such as Retail Family Gathering to the team.
• Operational Support
  • Process deliveries efficiently and ensure products are replenished and 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 paperwork, cashing up, and operational knowledge of in-store systems.
  • Understand and follow policies and procedures.
  • Escalate operational issues and risks to relevant functions.
  • Understand Health & Safety and emergency procedures in-store and lead these during management absence.
  • Support visits from internal stakeholders with a professional approach.
  • Ensure efficient and accurate ship-from-store and Click + Collect processes.
  • Assist with stocktake and audits for accurate reconciliation.
• Doing Good Stuff
  • Hold an awareness of our charity partner and the positive impact this has, including supporting events or charity promotions.
  • Understand our approach to ethical sourcing and environmental impact to explain this to customers and the team.

Requirements

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.

Benefits

• Quarterly bonus opportunity
• Up to 25 days holiday per annum plus bank holidays
• 2 days paid (as per your contracted hours) per year to volunteer in the local community
• 50% product discount
• Annual uniform allowance
• BUPA Dental Insurance
• Healthcare cash plan and Life Assurance
• Interest-free season ticket loan
• Pension Contribution