Front-End Experience Manager - Retail Leadership

B&M Retail; Billingham; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Discount in stores

Colleague portal discounts

Hospitality benefits

Job summary

Based in Billingham, this is a permanent, full-time Customer Service Manager role at B&M Retail. You will lead the front-end team, ensure fast, friendly service from entry to exit, and drive a high-energy customer experience in a busy store.

You’ll manage queues, resolve issues with confidence, monitor service standards and KPI performance, and create a welcoming store atmosphere. Flexibility across days, evenings and weekends is required to support store operations and customer satisfaction.

Qualifications

• Experience leading teams in a fast-paced retail environment.
• Strong customer service focus with a track record of delivering great experiences.
• Experience handling cash processes with accuracy.
• Ability to make quick, confident decisions under pressure.
• Excellent communication with customers and colleagues.

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

Leadership

Customer service

Cash handling

Decision making

Communication

Job description

Based in Billingham, this is a permanent, full-time Customer Service Manager role at B&M Retail. You will lead the front-end team, ensure fast, friendly service from entry to exit, and drive a high-energy customer experience in a busy store.

You’ll manage queues, resolve issues with confidence, monitor service standards and KPI performance, and create a welcoming store atmosphere. Flexibility across days, evenings and weekends is required to support store operations and customer satisfaction.