Retail Front-End Service Lead | Customer Experience

B&M Retail; Cheltenham; 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 Cheltenham is seeking a Customer Service Manager to lead the front-end and ensure a brilliant shopping experience. This hands-on leadership role owns the customer journey from entry to exit, guiding your team to deliver fast, friendly, and efficient service in a busy, high-energy store.

You’ll coordinate cash processes, drive service standards and KPIs, and foster a welcoming store atmosphere.

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, ensuring every customer gets great service.
• Keeping queues moving with fast, friendly service.
• Handling customer queries, issues, and feedback confidently.
• Driving service standards, KPIs and customer satisfaction scores.
• Creating a welcoming, positive store atmosphere.

Skills

Cash handling

Team leadership

Customer focus

Decision making

Results driven

Job description

B&M Retail in Cheltenham is seeking a Customer Service Manager to lead the front-end and ensure a brilliant shopping experience. This hands-on leadership role owns the customer journey from entry to exit, guiding your team to deliver fast, friendly, and efficient service in a busy, high-energy store.

You’ll coordinate cash processes, drive service standards and KPIs, and foster a welcoming store atmosphere.