Customer Service Manager

B&M Retail; Billingham; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Discount in our stores

Colleague portal offering discount for

Hospitality & much more

Job summary

B&M Billingham is hiring a Customer Service Manager to lead the front-end team and shape the in-store shopping experience.

You will own the customer journey from entry to exit, drive fast, friendly service, and ensure cash processes are handled accurately while meeting KPIs in a busy store. This permanent, full-time role requires flexibility across days, evenings and weekends to keep customers happy.

Qualifications

• 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.

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

Cash handling accuracy

Team leadership

Customer experience focus

Decision making

Service standards

Job description

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

• 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

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

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 -

• Discount in our stores
• Colleague portal offering discount for numerous retailers
• Hospitality & much more

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