Customer Service Manager

B&M Retail Limited; Lincoln; On-site; GBP 25,000 - 32,000; Full time

Job summary

B&M Retail Limited in Lincoln is seeking a Customer Service Manager to lead the store's front-end experience and drive excellent customer service.

You will manage a team across days, evenings and weekends, ensure fast queues, handle customer queries with confidence, and monitor service standards and KPIs to achieve high customer satisfaction.

The role is permanent and full-time within the store management team, offering opportunities for career progression and a supportive, inclusive environment.

Qualifications

• Experience managing cash processes with accuracy.
• Proven ability to lead teams in fast-paced environments.
• Passion for delivering great customer experiences.

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

Leadership

Customer service

Cash handling

Decision making

Team management

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 Deacon Road store in Lincoln, 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.