Customer Service Manager

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

Benefits offered by this job

Store discount

Colleague discounts portal

Benefits package

Job summary

B&M Retail Limited is seeking a Customer Service Manager for our New Acton store to lead the front-end experience and deliver exceptional customer service in a busy, high-energy setting.

In this permanent full-time role, you will manage a team across days, evenings and weekends, drive service standards and customer satisfaction, and ensure smooth cash handling processes while creating a welcoming store environment for every visitor.

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

• Lead the front-end team to ensure every customer receives great service.
• Keep queues moving, delivering a fast, friendly and efficient experience.
• 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

Team leadership

Customer service

Cash handling

Decision making

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 Acton 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.