Customer Service Manager - Front‑End Leader

B&M Retail Limited; Guisborough; Remote; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Store discount

Colleague discounts

Job summary

B&M Retail Limited in Guisborough is seeking a Customer Service Manager to lead the front-end team and deliver a brilliant shopping experience. This permanent, full-time role puts you at the heart of daily store operations, from greeting customers to resolving issues with confidence and care.

You'll drive service standards, KPI performance, and customer satisfaction while enabling a welcoming, high-energy store atmosphere and flexible scheduling across days, evenings, and weekends.

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

• 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

Skills

Cash handling

Team leadership

Customer experience

Decision making

Service standards

Job description

B&M Retail Limited in Guisborough is seeking a Customer Service Manager to lead the front-end team and deliver a brilliant shopping experience. This permanent, full-time role puts you at the heart of daily store operations, from greeting customers to resolving issues with confidence and care.

You'll drive service standards, KPI performance, and customer satisfaction while enabling a welcoming, high-energy store atmosphere and flexible scheduling across days, evenings, and weekends.