Customer Service Manager

B&M Retail; Norwich; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Discounts in stores

Colleague portal discounts

Job summary

B&M is seeking a Customer Service Manager for our Riverside Retail Park store in Norwich to lead a front-line team and deliver a brilliant shopping experience.

You’ll own the front-end journey from entry to checkout, drive service standards, handle customer queries with confidence, and keep queues moving in a fast-paced, high-energy store across days, evenings and weekends.

Qualifications

• Experience leading frontline store teams.
• Proven ability to manage high customer volume environments.
• Strong focus on delivering great customer experiences.
• Capable of making quick decisions and handling queries with confidence.
• Able to drive service standards and KPIs.

Responsibilities

• Lead the front end and ensure every customer receives great service.
• Keep queues moving and ensure fast, friendly, efficient checkout experience.
• Handle customer questions, issues and feedback with confidence and care.
• Drive service standards, KPIs and customer satisfaction scores.
• Create a welcoming and positive store atmosphere for customers.

Skills

Team leadership

Customer service

Cash handling

Decision making

Service standards

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 Riverside Retail Park store in Norwich 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.