Retail Support Specialist

Reporting to the Retail Operations Support Manager, you will provide operational and specialist support to the retail estate, ensuring stores receive timely, effective solutions to operational challenges. Through incident and escalation management, operational insight and AI-enabled support tools, you will help minimise disruption and enable great store performance.

• Provide day-to-day operational support during allocated periods, ensuring effective prioritisation, decision-making and continuity of service.
• Provide guidance based on agreed processes, where out of hours escalate as appropriate to Senior Manager
• Maintain effective handovers, ensuring risks, priorities and operational issues are understood and managed appropriately.
• Respond to and facilitate resolve with operational incidents and escalations, ensuring issues are resolved efficiently, risks are identified and disruption to stores is minimised.
• Support continuous improvement through the investigation of incidents, identifying root causes for share and review, supporting the avoidance of repeat issues and strengthening operational resilience across the retail estate.
• Monitor operational performance and trading indicators, highlighting emerging risks, trends and opportunities.
• Use incident, escalation and store feedback trends to support improvements, prevent repeat issues and provide clear insight to support decision-making.
• Review support content, responses and workflows, identifying improvements that increase accuracy, usability and first-time resolution.
• Complete quality checks and raise content, compliance or operational concerns through the agreed governance route.
• Coordinate supplier service issues and performance concerns, working with suppliers and internal stakeholders to support resolution and service improvement.
• Deliver accurate and timely operational administration, maintaining effective controls, managing risk and ensuring stores receive reliable support.
• Balance planned activity with changing operational priorities while maintaining service standards and operational continuity.

• Experience working in a retail, customer service, operational support or administrative environment.
• Strong organisational skills, with the ability to manage a varied workload and respond to changing priorities.
• Good problem-solving skills and the ability to follow processes to resolve issues effectively.
• Clear written and verbal communication skills, with the confidence to work with colleagues and stakeholders at all levels.
• Good attention to detail and the ability to maintain accurate records and complete administrative tasks accurately.
• Comfortable using systems, data and information to identify issues and support decision-making.
• Ability to work calmly under pressure and maintain service standards in a fast-paced environment.
• A proactive and customer-focused approach, with a commitment to providing effective support to stores and colleagues.
• Willingness to learn new processes, systems and technologies, including AI-enabled support tools.
• A collaborative team player who builds positive working relationships and contributes to a supportive team environment.

Financial wellbeing

• Wagestream access to track earnings and save
• Access to the Kingfisher Share Scheme
• Colleague support fund
• Exclusive offers and discounts via our Hapi app
• Cycle-to-work scheme and savings on bikes

Every day benefits

• Career progression and development programmes
• Coaching and mentoring to help you thrive
• Access to wellbeing resourcing including PepTalk
• Support networks available  

We review applications on an individual basis, and if we feel you would be a good fit we’ll invite you for a call or Teams video for an informal chat about the role, and to see if we’re a good fit for you. From there you can expect a comprehensive process, with regular contact from the Talent Acquisition team who are always available, for any queries you may have.

We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity that excites you.

We’re committed to building a better future for our community and our planet. That’s why we’re doing everything we can in six key areas: eliminating carbon emissions, reducing and recycling waste, sourcing responsibly, keeping products in use for longer, selling more sustainable products and providing sustainable packaging. We’re on a mission to put sustainability at the forefront of everything we do. Join us.

We’ve worked hard to create a culture of inclusivity and genuine community. We’re a company built on teamwork, and the best teams are ones in which everyone can share their view. Whatever your background, however you identify, you’ll be listened to, encouraged, and given the tools and training you need to get ahead. You’ll always know where you are with us. We’re open. We’re fair. And we believe in opportunities for everyone.

Please let us know at careers@screwfix.com if you need any additional support or adjustments when it comes to your application.