Customer Service Manager

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

Benefits offered by this job

Staff discount

Colleague portal discounts

Career progression

Job summary

B&M Retail is hiring a Customer Service Manager for our new Acton store. This permanent, full-time role places you in the store management team, overseeing the front-end experience from entry to exit.

You’ll lead a team to deliver fast, friendly, and efficient service in a busy environment and adapt to days, evenings, and weekend shifts. Join us to drive service standards, customer satisfaction, and a positive store atmosphere while enjoying the benefits of being part of a nationwide retailer

Qualifications

• Experience leading a front-end team in a busy retail environment.
• Proven ability to drive customer service standards and KPIs.
• Strong decision-making under pressure with a proactive approach.

Responsibilities

• Lead the front end to ensure every customer receives great service.
• Keep queues moving and 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.

Skills

Leadership

Customer service

People management

Decision making

Communication

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 new store in Acton 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.