Customer Service Manager

B&M Retail Limited; Hoobrook; On-site; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Store discount

Colleague discounts

Job summary

B&M Retail Limited in Spennells is seeking a Customer Service Manager to lead the front-end team and drive a brilliant shopping experience. This permanent full-time role puts you at the heart of daily store operations, ensuring fast, friendly service from entry to exit.

You’ll manage cash processes, motivate staff across shifts, and own customer satisfaction metrics. Join a busy, high-energy environment with real opportunities to progress within a growing national retailer.

Qualifications

• Experience leading teams in fast-paced retail environments.
• Strong customer service mindset with focus on KPIs.
• Experience handling cash with accuracy.
• Flexible availability across days, evenings, and weekends.

Responsibilities

• Lead the front end and ensure great service.
• Keep queues moving and the experience 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 customers enjoy.

Skills

Leadership

Customer service

Team management

Cash handling

Tools

POS systems

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 Spennells 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.