Customer Service Manager

B&M Retail Limited; Glasgow; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Store discounts

Colleague portal discounts

Hospitality benefits

Job summary

B&M Retail Limited is hiring a Customer Service Manager for its Nitshill Road store in Darnley. You will lead a high-energy front-end team, delivering fast, friendly service from customer entry to exit, while maintaining service standards across shifts.

This permanent, full-time role requires flexibility across days, evenings, and weekends as part of store management. You’ll drive customer satisfaction and develop your team in a busy retail environment.

Qualifications

• Experience leading a customer-facing team in a busy retail environment.
• Proven ability to deliver fast, friendly service and meet KPIs.
• Strong cash handling and till reconciliation skills.

Responsibilities

• Lead the front-end operations and ensure every customer receives great service.
• Keep queues moving and maintain a fast, friendly, efficient store experience.
• Handle customer queries and feedback with confidence and care.
• Drive service standards, KPIs, and customer satisfaction.
• Create a welcoming store atmosphere that encourages repeat visits.

Skills

Proven leadership

Cash handling

Customer experience

Decision making

Service standards

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 Nitshill Road store in Darnley, 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.