Customer Experience Leader: Drive a Fast, Friendly Store

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

Benefits offered by this job

Employee discount

Colleague portal discounts

Hospitality & more

Job summary

B&M Retail is seeking a Customer Service Manager for the New Acton store to lead the front-end team and deliver a fast, friendly shopping experience. You will be responsible for customer queries, service standards, and maintaining an energetic store atmosphere.

This permanent, full-time role requires flexibility across days, evenings, and weekends as part of the store management team.

Qualifications

• Experience leading teams in fast-paced environments.
• Proven ability to manage cash processes with accuracy.
• Passion for delivering great customer experiences.
• Confidence to handle challenges and make quick decisions.
• Results-driven with a focus on high service standards.

Responsibilities

• Leading the front end, making sure every customer gets great service
• Keeping queues moving and the experience fast, friendly, and efficient
• Handling customer queries, issues, and feedback with confidence and care
• Driving service standards, KPIs, and customer satisfaction scores
• Creating a welcoming, positive store atmosphere customers enjoy

Skills

People leadership

Cash handling

Customer service

Decision making

Service standards

Job description

B&M Retail is seeking a Customer Service Manager for the New Acton store to lead the front-end team and deliver a fast, friendly shopping experience. You will be responsible for customer queries, service standards, and maintaining an energetic store atmosphere.

This permanent, full-time role requires flexibility across days, evenings, and weekends as part of the store management team.