Front-End Service Manager — Customer Experience Leader

B&M Retail Limited; Southend-on-Sea; Remote; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Store discount

Colleague portal discounts

Job summary

B&M Retail Limited in Rayleigh is hiring a Customer Service Manager to lead a busy front-end team and deliver a brilliant shopping experience. This hands-on leadership role runs across days, evenings and weekends, guiding colleagues to fast, friendly service from store entry to exit.

You’ll drive service standards, manage cash processes with accuracy, handle customer queries confidently, and motivate a team to meet KPIs.

Qualifications

• Proven leadership in retail or frontline teams.
• Ability to manage cash processes accurately.
• Strong customer service focus with problem-solving skills.
• Decision-making under pressure in a busy store.
• Commitment to high service standards and KPIs.

Responsibilities

• Lead the front-end team to ensure great service for every customer.
• Keep queues moving with fast, friendly, efficient service.
• Handle customer queries and feedback with confidence and care.
• Drive service standards, KPIs and customer satisfaction scores.
• Create a welcoming, positive store atmosphere customers enjoy.

Skills

Team leadership

Cash handling

Customer service

Decision making

Service standards

Job description

B&M Retail Limited in Rayleigh is hiring a Customer Service Manager to lead a busy front-end team and deliver a brilliant shopping experience. This hands-on leadership role runs across days, evenings and weekends, guiding colleagues to fast, friendly service from store entry to exit.

You’ll drive service standards, manage cash processes with accuracy, handle customer queries confidently, and motivate a team to meet KPIs.