Customer Service Manager

B&M Retail Limited; Billingham; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Store discount

Colleague portal discount

Hospitality benefits

Job summary

B&M Retail Limited in Billingham is seeking a Customer Service Manager to lead the front-end team and deliver a fast, friendly shopping experience. You’ll own the customer journey from entry to exit and drive service standards across the store.

As a hands-on leader, you’ll coach staff, manage cash processes, handle customer queries, and work to meet KPIs while keeping queues moving. The role requires flexibility across days, evenings, and weekends.

Qualifications

• Experience leading teams in a busy retail environment.
• Proven ability to deliver high-quality customer service.
• Experience handling cash with accuracy.

Responsibilities

• Lead the front-end team to ensure great service
• Keep queues moving and the shopping experience efficient
• Handle customer queries, issues and feedback
• Drive service standards, KPIs and customer satisfaction
• Create a welcoming store atmosphere

Skills

Team leadership

Customer service

Cash handling

Job description

Love retail? Get a buzz off delivering great customer service? Ready to lead a team that puts customers first every single day?

Join B&M as a Customer Service Manager in our Billingham store and be the driving force behind a brilliant shopping experience!

This is a hands-on leadership role where you’ll own the front-end experience - from the moment customers walk into the store, until the moment they leave. You’ll lead your team to deliver fast, friendly, and efficient service in a busy, high-energy store.

It’s a permanent, full‑time role, and as part of the store management team, will require flexibility required across days, evenings, and weekends.

What you’ll be doing

• 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

What you’ll bring

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

Why B&M?

There’s never been a better time to join. With strong leadership, big ambitions, and over 780 stores (and growing), we offer real opportunities to build your career and progress quickly. You’ll be part of a business that values hard work, teamwork, and getting things done.

We offer you a range of great benefits including discount in our stores, a colleague portal offering discount for numerous retailers, hospitality & much more! Check out our full benefits here – https://careers.bmstores.co.uk/our-bm-benefits/

B&M are an equal opportunities employer. We are committed to creating an inclusive and diverse environment for all colleagues.