About the job

Company Description White Stuff is a lifestyle brand that creates unique, thoughtfully designed clothing and accessories for women and men, with a focus on distinctive details, great fit, and certified sustainable materials. Founded in 1985 by ski enthusiasts George and Sean, the brand has grown from selling T-shirts in the French Alps to a widely recognized fashion retailer. White Stuff is known for its in-house designed prints, love of natural materials like cotton, wool, and linen, and a commitment to helping people express individual style. The company places strong emphasis on craftsmanship, unexpected textures, and hidden design details that make garments stand out. White Stuff is committed to being a responsible business, operates 120 shops and 71 concessions, and continues to expand its presence in major retail partners such as John Lewis and Marks & Spencer.

Role Description The Customer Host Supervisor is a full-time, on-site role based in Gatwick. This role oversees the customer hosting team, ensuring that all guests receive a warm welcome, accurate information, and a consistently high standard of service. The supervisor coordinates daily schedules, assigns duties, and supports team members in managing queues, assisting with inquiries, and resolving issues promptly. Responsibilities include monitoring customer satisfaction, coaching hosts on service standards, handling escalations, and maintaining a safe, clean, and organized environment. The role also involves collaborating with store management, providing feedback on customer trends, and helping implement service improvements that reflect White Stuff’s brand values.

Qualifications

• Demonstrated Supervisory Skills, including team leadership, coaching, and performance monitoring.
• Strong focus on Customer Satisfaction, with experience in gathering feedback and improving service standards.
• Hands-on experience in Customer Support and Customer Service, handling inquiries and resolving issues efficiently.
• Background in Customer Service Management and Customer Service operations within retail or hospitality.
• Excellent communication and interpersonal skills, with the ability to build rapport with diverse customers and colleagues.
• Ability to work on-site in Gatwick on a full-time schedule, including weekends and peak trading periods as required.
• Organizational and problem-solving skills, with attention to detail and a calm approach in busy environments.
• Previous experience in a fashion, lifestyle, or hospitality setting is beneficial; basic IT and point-of-sale system skills are an advantage.