Customer Service Manager

Morrisons; Erith; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Competitive salary

Colleague discount

Annual leave 33 days

Leadership development

Job summary

Morrisons Erith is seeking a Customer Service Manager to own the front-of-store experience, oversee checkouts, self-service areas, and service desk, and ensure smooth daily operations.

Reporting to the Store Manager, you'll lead a large frontline team, coach staff, manage queue times and budgets, uphold compliance, and deliver our down-to-earth service that keeps customers returning.

Qualifications

• Proven leadership experience in fast-paced retail or customer service environments.
• Ability to manage rotas, cash handling, and front-end operations.
• Hands-on, problem-solving approach with team motivation during peak hours.
• Excellent communication and ability to build relationships with staff and management.

Responsibilities

• Drive service excellence by managing queue times, checkout availability, and front-of-store standards.
• Lead and develop a large team of checkout colleagues, team leaders, and service desk staff.
• Manage front-end productivity, labour budgets, cash office compliance, and identify improvement opportunities.
• Ensure strict adherence to legal compliance, age-restricted sales, and security procedures.
• Act as the escalation point and translate feedback into solutions that boost customer satisfaction.

Skills

Leadership experience

Operational mindset

Hands-on attitude

Communication skills

People management

Job description

At Morrisons, we’re proud to be The Market Street Grocer. We do things differently. We don't just process transactions; we are passionate about food, proud of our British heritage, and dedicated to making sure every single customer leaves our stores with a smile. From the warm greeting at the entrance to a fast, friendly checkout experience, great service is at the very heart of what we do. We love what we do, and we want you to love it too.

As a Customer Service Manager, you’ll be the champion of the customer journey and the face of our front-end operations. This isn’t a sit behind a desk kind of job; you’ll be right out there at the front of the store, managing the checkouts, self-service areas, and customer service desk, ensuring the entire operation runs seamlessly.

Reporting into the Store Manager, you’ll take full ownership of the front-of-store atmosphere, queue management, and service delivery. Your main objective is to ensure every customer experiences a smooth, efficient, and exceptionally friendly checkout process, while coaching your team to deliver the down-to-earth service that keeps our regulars coming back week after week.

What you'll be doing day-to-day:

• Driving Service Excellence: Managing queue times, checkout availability, and front-of-store standards to ensure a seamless, hassle-free shopping trip.
• Leading with Passion: Inspiring, coaching, and developing a large team of checkout colleagues, team leaders, and service desk staff to deliver world-class service.
• Managing the Numbers: Taking responsibility for front-end productivity, labour budgets, cash office compliance, and spotting opportunities to improve overall customer satisfaction scores.
• Keeping it Safe and Compliant: Ensuring strict adherence to legal compliance, age-restricted sales (Challenge 25), and financial security procedures.
• Putting Customers First: Acting as the ultimate point of escalation, turning feedback into positive solutions, and ensuring every customer feels valued.

About You

You don’t just care about service; you understand how to run a highly organized, fast-paced front-of-house operation. You're a natural problem solver and a people person through and through, with a knack for diffusing tense situations and keeping a large team motivated during peak trading hours.

We’re looking for someone who has:

• Proven leadership experience: From a fast-paced retail, hospitality, or customer service environment (experience managing high-volume customer queues or large front-end teams is a massive plus).
• An operational mindset: You know how to manage rotas to match customer footfall, react quickly to sudden rushes, and maintain tight control over cash handling.
• A hands-on, roll-up-your-sleeves attitude: You love being right in the middle of the action on the front end, engaging with customers and supporting your team.
• Brilliant communication skills: With the ability to handle customer queries with empathy, build great relationships with your team, and collaborate with the wider store management.
• A genuine pride: For creating an exceptionally welcoming, friendly environment that represents the very best of Morrisons.

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

About Us

We are a team of over 90,000 down-to-earth people. Uniquely, we are the UK's second-largest food manufacturer and own our entire supply chain; giving you incredibly diverse career paths and development opportunities.

More Perks

• Competitive Salary: Discussed early in the process to match your experience.
• Colleague Discount: 15% staff discount for you, 10% for a nominated friend/family member.
• Time Off: 33 days annual leave.
• Future Growth: Access to our University-accredited Sir Ken Morrison Leadership School programme.
• Healthcare & Pension: Highly competitive pension scheme and private healthcare.
• Family Support: Enhanced maternity, paternity, and adoption leave.
• My Morri Rewards: Instant discounts, cashback, and perks on everyday dining and leisure.