Customer Service Manager

B&M Retail; Washington; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Discount in stores

Colleague portal discounts

Job summary

B&M Retail in Washington is seeking a Customer Service Manager to lead the front-end team and deliver a brilliant shopping experience. This hands-on leadership role puts customers first from entry to exit and requires flexibility across days, evenings and weekends.

You will drive service standards, manage the customer journey, handle queries with confidence, and motivate staff to keep queues moving in a busy store.

Qualifications

• 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.

Responsibilities

• Lead the front end to deliver great service.
• Keep queues moving with a fast, friendly experience.
• Handle customer queries, issues and feedback with confidence.
• Drive service standards, KPIs and customer satisfaction scores.
• Create a welcoming, positive store atmosphere.

Skills

Leadership

Customer service

Cash handling

Team management

Decision making

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 Washington 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.