Customer Host Supervisor (20 HRS) Retail · Birmingham Grand Central

Please note this role is a 20 hours contract and weekend availability may be required.

WHO WE ARE

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.

WHO YOU ARE

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 you will inspire others with your passion and expertise. You will be your true self and bring out the best in others too.

PRIMARY OBJECTIVE OF THE JOB

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 also be responsible for working alongside the Shop Manager to deliver excellent shop commercial, visual and operational standards and to support the development and training of your team.

WHAT YOU’LL BE DOING

• Customer Experience: Leading by example and coaching the team to ensure that the shop delivers excellent customer service in line with our A.C.E pillars (Be Friendly, Be Inspiring, Be Invaluable) throughout the Customer Journey. Promoting and compiling customer information, in line with data protection regulations, when completing customer purchases and driving our email conversion and sign ups. Introducing customers to, and championing within the team, multichannel shopping through endless aisle orders.
• Product Presentation and Visual Standards: Maintaining high visual standards instore. Supporting with floor moves, mannequin and window displays, and replenishment. Understanding the features (fits, style, fabrics) of our product ranges, promoting these within the team, and explaining these to our customers.
• Commercial Management: Making commercial decisions and being proactive with stock, promotions, and opportunities to drive sales. Supporting the coordination of promotions, incentives and key trading weeks including Customer Event, seasonal set up, sale launch and promotions. Holding a good understanding of and ability to communicate to the team the shop’s Key Performance Indicators (KPI). Being a team player and leading team briefs in management absence to ensure the team are set up with the information and motivate to achieve targets. Striving to continuously improve team performance.
• Team Management: Organising and supporting the running of the shop through staff management processes such as Rotageek. Using 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 customer and ensure compliance with daily/weekly actions. Assisting management in creating a positive atmosphere in the shop which is focused on delivering the best sales and customer experience results. Supporting with motivating and rewarding the team through praise and recognition. Living our Brand Values and championing these within the team. Delegating tasks to the team appropriately to ensure the day to day running of the shop. Identifying priorities and planning accordingly to ensure time is productively spent and the balance of tasking versus customer service is met. Seeking out opportunities to train and develop the team. Assisting management with the communication and completion of wellbeing initiatives and escalating people queries to relevant management and People teams. Cascading People Team communications such as Retail Family Gathering to the team.
• Operational Support: Processing deliveries efficiently and ensuring that on the shop floor products are replenished and always available for customers. Assisting in supervision of stock takes and audits to ensure accurate reconciliation. Supporting with 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. Escalating operational issues and risks to relevant function. Understanding the Health & Safety and emergency procedures in store and leading and holding responsibility for these during management absence. Supporting visits from internal stakeholders with a professional approach. Holding responsibility for efficient and accurate ship from store and Click + Collect processes. Assisting with stocktake and audits to ensure accurate reconciliation.
• Doing Good Stuff: Holding an awareness of our charity partner and the positive impact this has including supporting any events or charity promotions. Understanding our approach to ethical sourcing and environmental impact to be able to explain this to our customers and the team.

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

We are committed to creating an environment where we can all be proud to work and be ourselves. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age.