Customer Service Manager

B&M Retail Limited; Norwich; On-site; GBP 27,000 - 38,000; Full time

Benefits offered by this job

Employee discount

Colleague discounts

Job summary

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

This hands-on leadership role focuses on fast, friendly service, queue management, and resolving customer queries. You’ll drive KPI performance and foster a welcoming store atmosphere, with flexibility across days, evenings, and weekends.

Qualifications

• Experience leading front-end customer service teams in a fast-paced retail environment.
• Proven ability to manage cash processes accurately.
• Strong decision-making and problem-solving skills.
• Committed to delivering high service standards and KPI targets.

Responsibilities

• Lead the front end to ensure great customer service.
• Keep queues moving with fast, friendly service.
• Handle customer queries, issues, and feedback with care.
• Drive service standards and customer satisfaction KPIs.

Skills

Customer service

Team leadership

Cash handling

Decision making

Retail operations

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 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.