Front-End Customer Experience Lead

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

Benefits offered by this job

Store discount

Colleague portal discounts

Hospitality benefits

Job summary

B&M Retail in Colchester is seeking a Customer Service Manager to own the front-end experience from entry to exit, leading a team to deliver fast, friendly and efficient service in a busy store.

You will drive service standards, manage customer queries and feedback, and maintain high satisfaction scores in a high-energy retail environment. This permanent, full-time role requires flexibility 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.
• 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.

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. 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.

Skills

Team leadership

Cash handling

Customer service

Decision making

Front-end service

Job description

B&M Retail in Colchester is seeking a Customer Service Manager to own the front-end experience from entry to exit, leading a team to deliver fast, friendly and efficient service in a busy store.

You will drive service standards, manage customer queries and feedback, and maintain high satisfaction scores in a high-energy retail environment. This permanent, full-time role requires flexibility across days, evenings and weekends.