Customer Service Manager

B&M Retail; Newcastle-under-Lyme; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Store discount

Colleague portal discount

Job summary

B&M Retail in Wolstanton is seeking a Customer Service Manager to lead the front-end experience and ensure fast, friendly service in a busy store. This is a permanent, full-time role within the store management team.

You will guide the team to deliver outstanding service, manage cash processes with accuracy, and maintain high standards across days, evenings, and weekends to keep customers satisfied.

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

• 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

Cash handling

Team leadership

Customer service

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 Wolstanton 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.