Customer Service Manager

B&M Retail; Stone; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Store discounts

Colleague portal discounts

Hospitality benefits

Job summary

B&M Retail in Stone is seeking a Customer Service Manager to lead the front end of the store and ensure every customer enjoys a fast, friendly, and efficient shopping experience.

You will manage a team across days, evenings and weekends, handle cash processes with accuracy, and drive service standards and customer satisfaction. Join a growing business that values teamwork and delivering great customer experiences with strong benefits.

Qualifications

• Experience leading teams in a customer-facing role.
• Ability to handle cash processes accurately.
• Strong focus on delivering great customer experiences.
• Confident decision-maker in fast-paced store settings.
• Proven track record of achieving service standards and KPIs.

Responsibilities

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

Skills

Team leadership

Cash handling

Customer service excellence

Decision making

Fast-paced environment

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 Stone 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.