Retail Front-End Customer Experience Lead

B&M Retail Limited; Lincoln; On-site; GBP 25,000 - 32,000; Full time

Job summary

B&M Retail Limited in Lincoln is seeking a Customer Service Manager to lead the store's front-end experience and drive excellent customer service.

You will manage a team across days, evenings and weekends, ensure fast queues, handle customer queries with confidence, and monitor service standards and KPIs to achieve high customer satisfaction.

The role is permanent and full-time within the store management team, offering opportunities for career progression and a supportive, inclusive environment.

Qualifications

• Experience managing cash processes with accuracy.
• Proven ability to lead teams in fast-paced environments.
• Passion for delivering great customer experiences.

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

Team management

Tools

POS systems

Job description

B&M Retail Limited in Lincoln is seeking a Customer Service Manager to lead the store's front-end experience and drive excellent customer service.

You will manage a team across days, evenings and weekends, ensure fast queues, handle customer queries with confidence, and monitor service standards and KPIs to achieve high customer satisfaction.

The role is permanent and full-time within the store management team, offering opportunities for career progression and a supportive, inclusive environment.