Customer Experience Lead – Front End

B&M Retail; Ipswich; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Store discount

Colleague portal discount

Hospitality & more

Job summary

B&M is seeking a Customer Service Manager for our Copdock store in Ipswich to lead the front-end team and deliver an outstanding shopping experience.

In this hands-on leadership role you’ll manage daily service standards, respond to customer queries, and drive KPIs while ensuring fast, friendly, and efficient service in a busy store.

You’ll work evenings and weekends as part of store management, shaping a welcoming environment for customers and colleagues.

Qualifications

• Experience in leading front-line teams in retail or service environments.
• Proven ability to drive customer satisfaction and handle queries confidently.
• Experience handling cash and operating tills/point-of-sale systems.
• Ability to manage team performance and develop colleagues.
• Focus on delivering high service standards and measurable KPIs.

Responsibilities

• Lead the front end to ensure every customer receives great service.
• Keep queues moving; ensure the experience is fast, friendly and efficient.
• Handle customer queries, issues and feedback with confidence and care.
• Drive service standards, KPIs and customer satisfaction scores.
• Create a welcoming, positive store atmosphere for customers and colleagues.

Skills

Front-end leadership

Customer service

Cash handling

Team leadership

Decision making

Service excellence

Job description

B&M is seeking a Customer Service Manager for our Copdock store in Ipswich to lead the front-end team and deliver an outstanding shopping experience.

In this hands-on leadership role you’ll manage daily service standards, respond to customer queries, and drive KPIs while ensuring fast, friendly, and efficient service in a busy store.

You’ll work evenings and weekends as part of store management, shaping a welcoming environment for customers and colleagues.