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Supervisor – Frontline Leadership Role
About the Role
As a Supervisor, you will provide visible leadership on the shop floor, supporting your team to deliver excellent customer experiences and strong daily performance. You’ll act as the key liaison between the team and management, translating priorities into actionable performance:
This role marks a progression from individual results to supporting others – building confidence in people leadership, decision-making, and team dynamics.
Key Responsibilities
Customer and Brand Experience
- Lead by example in delivering warm, personal, and brand-led customer interactions
- Guide colleagues in customer conversations, product recommendations, and conversion strategies
- Monitor customer feedback and identify service risks, addressing issues promptly
- Encourage data capture and relationship-building as part of daily service
- Handle customer queries with empathy and professionalism, escalating as necessary
- Uphold service standards and ensure customers feel welcome, supported, and valued
- Champion brand values on the shop floor, fostering:
- Inclusivity
- Care in interactions
- Pride in presentation
People & Culture: Supporting the Team
- Set expectations and priorities during shifts, aligning the team with commercial goals
- Provide in-the-moment coaching and constructive feedback to strengthen team performance
- Assist in onboarding and training of new employees, reinforcing brand standards
- Cultivate a positive training culture by sharing best practices
- Recognise successes, pinpoint development opportunities, and promote:
- Inclusivity
- Psychological safety
- Team collaboration
- Serve as a trusted bridge between the team and management
- Maintain calm, reliable presence during busy or high-pressure trading periods
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Operational & Commercial Excellence
- Support daily trading priorities, including:
- Floor coverage
- Task completion
- KPI tracking (conversion, ATV, UPT) and daily observations
- Assist in promotions, Visual Focus actions, and replenishment activities
- Uphold high standards in:
- Housekeeping
- Visual presentation
- Operational compliance
- Balance operational tasks with delivering manufacturer-plus service
- Escalate issues, risks, or opportunities to store management
- Provide customer insights and contribute to store action plans
- Champion digital experiences, using technology for seamless multi-channel service
About You
To succeed in this role, you should have:
- Proven retail or service-led experience, including supporting or guiding others
- A passion for people, characterised by:
- Warmth
- Strong communication
- Emotional intelligence (leading by example)
- Proactive mind-set, with a solution-focused approach to challenges and opportunities
- Discipline and organisation, prioritising efficiency while being detail-oriented
- Motivation to develop leadership and commercial skills further
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What We Offer
At The White Company, we value employees who go the extra mile and reward dedication with:
Competitive Benefits Package
- 50% discount on our entire range of products
- 23 days holiday (rising to 25 after complete service)
- One Volunteer Day per year with a charity of your choice
- Competitive salary plus discretionary annual bonus scheme
- Perkplace Benefits Platform offering:
- Discounts on wellbeing, lifestyle, shopping, and leisure
- Auto-enrolment into our Group Personal Pension scheme
- Comprehensive life assurance after successful probation
- Social opportunities, including Christmas parties and year-round events
Our Commitments
Equality, Diversity, and Inclusion
We strive to create an environment where:
- Everyone can bring their authentic self to work
- All contributions are valued and celebrated
- Diversity is embraced and promoted We actively support our Equality Diversity and Inclusion Policy, starting from recruitment.
Sustainability
We commit to building a sustainable legacy for both people and the planet, embedding this ethos into every aspect of our operations. Join us on our journey.
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