Customer Service Manager

Morrisons; Stoke-on-Trent; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Generous bonus

Attractive pension scheme

Private healthcare

Colleague discount

26 weeks maternity and adoption leave

Neonatal and fertility leave

Job summary

Morrisons in Stoke-on-Trent is recruiting a high-performing Customer Service Manager to lead exceptional service across the store. The role involves empowering colleagues, ensuring product availability, and fostering a supportive, performance-driven environment.

Ideal candidates will have experience managing teams in fast-paced settings, excellent communication skills, and strong adaptability. Benefits include a competitive salary, generous bonuses, and a focus on developing talent within the team.

Qualifications

• Experience of managing a team in a fast-paced environment.
• Excellent communication skills to share knowledge and best practices.
• Strong relationship-building skills with key stakeholders.

Responsibilities

• Lead and empower colleagues to deliver outstanding customer service.
• Respond to customer feedback and ensure product availability.
• Manage routine people activities including training and resource planning.

Skills

Team management

Communication skills

Relationship building

Adaptability

Active listening

Job description

About the Role

We are recruiting a high‑performing Customer Service Manager to help our business to continue to grow and succeed. The role reports into the Store Manager and focuses on delivering exceptional customer service across the store.

What you will do

• Lead and empower colleagues to put the customer first and deliver outstanding service.
• Listen and respond to customer feedback and react accordingly.
• Ensure market‑leading product availability across the store.
• Collaborate with other store managers to lead a supportive and performance‑driven department.
• Manage routine people activities, including scheduling, absence, performance and talent conversations.
• Deliver training to build team capability and confidence.
• Enable colleagues to work cross‑departmentally with confidence.
• Identify and develop talent within the department.
• Build effective relationships with other operating departments.
• Lead colleagues to work with purpose and deliver outstanding performance against all relevant targets.
• Take a leadership role within the store.
• Plan and manage resources thoroughly.

What we need from you

• Experience of managing a team in a fast‑paced environment.
• Excellent communication skills with the ability to share knowledge, experience and best practices.
• Strong relationship‑building skills with key stakeholders across all areas while staying flexible.
• Adaptability to change and the ability to challenge effectively.
• Active listening and effective response to customers and colleagues.

Benefits

Competitive salary, generous bonus, attractive pension scheme, private healthcare, colleague discount (encouraged to share with friends and family), 26 weeks maternity and adoption leave, and neonatal and fertility leave.

Equal Opportunities

We are an equal opportunities employer and welcome applications from all sections of the community.

About Us

Morrisons is the UK’s 5th largest supermarket and a Yorkshire food retailer with almost 500 stores and an online home delivery service. We source and process most of the fresh food we sell through our own manufacturing facilities. Our focus on freshness, fast‑paced operations, and customer‑first culture makes us a rewarding place to work. Many of our store managers started on the shop floor and have built their careers through training programmes and hands‑on experience.