Front-End Service Lead — Customer Experience Champion

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

Benefits offered by this job

Discount in our stores

Colleague portal offering discount for

Hospitality & much more

Job summary

B&M Billingham is hiring a Customer Service Manager to lead the front-end team and shape the in-store shopping experience.

You will own the customer journey from entry to exit, drive fast, friendly service, and ensure cash processes are handled accurately while meeting KPIs in a busy store. This permanent, full-time role requires flexibility across days, evenings and weekends to keep customers happy.

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 accuracy

Team leadership

Customer experience focus

Decision making

Service standards

Job description

B&M Billingham is hiring a Customer Service Manager to lead the front-end team and shape the in-store shopping experience.

You will own the customer journey from entry to exit, drive fast, friendly service, and ensure cash processes are handled accurately while meeting KPIs in a busy store. This permanent, full-time role requires flexibility across days, evenings and weekends to keep customers happy.