Customer Service Manager

BM Stores; Sunderland; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading UK retailer is seeking a Customer Service Manager for their Sunderland store, responsible for leading front-end teams and maintaining high service standards. Ideal candidates will have retail management experience and a passion for customer service. This role offers clear progression paths, on-the-job training, and numerous employee benefits including a staff discount.

Benefits

10% staff discount

Colleague benefits portal

Wellbeing support through Employee Assistance Programme

Clear progression paths

On-the-job training

Qualifications

• Experience managing teams in retail or hospitality.
• Strong numeracy and problem-solving skills.
• Flexible, hands-on attitude with great people skills.
• Passion for retail and delivering exceptional customer service.

Responsibilities

• Lead and motivate the front-end team to deliver excellent service.
• Be a visible, approachable leader for customers and colleagues.
• Coach team members to build their skills and service confidence.
• Oversee stock and cash control procedures.
• Support a positive workplace culture.

Skills

Management experience

Strong numeracy

Problem-solving skills

People skills

Customer service

Job description

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Are you a Supervisor, Team Leader or Assistant Manager ready for a new challenge? Do you love leading teams and delivering great customer service? Join B&M, one of the UK's fastest-growing retailers, and take your career to the next level.

We're recruiting for a Customer Service Manager to lead the checkout and cash office areas in our Roker Avenue, Sunderland store. You'll ensure excellent service standards, support team development, and help drive a fun, fast-paced working environment.

What you'll be doing:

• Lead and motivate the front-end team to deliver polite, prompt, and friendly service
• Be a visible, approachable leader for customers and colleagues
• Coach team members to build their skills and service confidence
• Oversee stock and cash control procedures, ensuring security and compliance
• Support a great store culture and contribute to a positive workplace

What we're looking for:

• Experience managing teams in retail or hospitality
• Strong numeracy and problem-solving skills
• A flexible, hands-on attitude with great people skills
• Passion for retail and delivering exceptional customer service

Why B&M?

With over 780 stores and more on the way, this is a fantastic time to join us. We offer:

• Clear progression paths and development opportunities
• On-the-job training and support
• 10% staff discount (with double discount events!)
• Access to a colleague benefits portal
• Wellbeing support through our Employee Assistance Programme
• A stable, permanent contract

Ready to grow with us? Apply now and be part of the B&M journey.

B&M is an equal opportunity employer committed to creating an inclusive environment for all.