Customer Service Manager

B&M Retail Limited; Southend-on-Sea; Remote; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Store discount

Colleague portal discounts

Job summary

B&M Retail Limited in Rayleigh is hiring a Customer Service Manager to lead a busy front-end team and deliver a brilliant shopping experience. This hands-on leadership role runs across days, evenings and weekends, guiding colleagues to fast, friendly service from store entry to exit.

You’ll drive service standards, manage cash processes with accuracy, handle customer queries confidently, and motivate a team to meet KPIs.

Qualifications

• Proven leadership in retail or frontline teams.
• Ability to manage cash processes accurately.
• Strong customer service focus with problem-solving skills.
• Decision-making under pressure in a busy store.
• Commitment to high service standards and KPIs.

Responsibilities

• Lead the front-end team to ensure great service for every customer.
• Keep queues moving with fast, friendly, efficient service.
• Handle customer queries 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

Cash handling

Customer service

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 New Rayleigh 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.