Customer Service Manager

Allscreens Nationwide Ltd; Stoke-on-Trent; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Disability Confident employer scheme

Job summary

B&M Retail in Stoke-on-Trent is seeking a Customer Service Manager to lead the frontline team and deliver a brilliant shopping experience. This on-site, permanent role sits within the store management team and requires flexibility across days, evenings and weekends.

You will drive service standards, handle customer queries with care, and work to improve KPIs and customer satisfaction in a fast-paced environment. Disability Confident employer scheme is part of the role.

Qualifications

• Experience leading front-end teams to deliver great customer service.
• Ability to manage queues and ensure fast, friendly service.
• Handling customer queries with confidence and care.
• Driving service standards and customer satisfaction metrics.
• Creating a welcoming, positive store atmosphere.

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

Team management

Communication skills

Problem solving

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 Festival Park 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 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

Proud member of the Disability Confident employer scheme

Customer Service Manager

Company: B&M Retail

Salary: £27,873

Hours: Full-time

Location: Stoke on trent, ST1 5SJ

Working pattern: On-site

Job type: Permanent

Posting date: 4 Aug 2026

Closing date: 3 Sept 2026

Summary

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 Festival Park 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 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

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

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