Tills & Customer Service Manager

Blue Diamond; Bicester; On-site; GBP 26,000 - 35,000; Full time

Benefits offered by this job

Paid holidays

Career development

Leadership opportunity

Job summary

Blue Diamond's Bicester Avenue is seeking a dynamic Tills & Customer Service Manager to lead the till and service desk team, delivering an exceptional customer experience. This senior role combines leadership, operational oversight, and frontline service.

You will coach staff and maintain the high-quality service the store is known for, while driving standards and staff development in a busy retail environment.

Qualifications

• Proven experience in retail management, preferably in garden centre environments.
• Strong leadership, coaching, and team development skills.
• Excellent organisational and communication abilities.
• Experience with till operations and cash handling is a plus.

Responsibilities

• Lead till and service desk to deliver outstanding customer service.
• Plan weekly rotas and monitor staff performance.
• Manage cash handling, banking, and transaction reporting.
• Ensure compliance with company policies and data protection.
• Train and motivate staff to uphold service standards.

Job description

Bicester Avenue is looking for a dynamic Tills & Customer Service Manager to lead our team and ensure every customer enjoys an exceptional experience.

This is a senior role combining team leadership, operational oversight, and hands-on customer service. You will play a pivotal part in driving standards, coaching staff, and maintaining the high-quality service that Frosts is known for.

About the Role:

As Tills & Customer Service Manager, you will oversee the till and service desk operations, lead the team by example on the shop floor, and ensure smooth day-to-day functioning. You will manage staffing, financial processes, and customer service delivery while fostering a positive, efficient environment for both staff and customers.

Key Responsibilities:

• Lead the till and service desk teams to deliver exceptional customer service.
• Handle customer queries, concerns, and complaints professionally and empathetically.
• Coach, train, and motivate team members to maintain high service standards.
• Monitor customer interactions and implement improvements to enhance the shopping experience.

Management & Operational Support

• Create and manage weekly rotas to ensure optimal staffing levels.
• Use trading patterns to schedule staff during peak periods.
• Oversee holiday planning, seasonal recruitment, and onboarding of new team members.
• Manage staff performance, absence, and disciplinary matters in line with company policy.

Financial & Compliance Oversight

• Oversee cash handling, banking, and reconciliation processes.
• Prepare and review daily, weekly, and monthly transactional reports.
• Ensure compliance with cash handling procedures, data protection, and consumer legislation.
• Maintain vigilance around theft prevention and security standards.

Tills & Service Desk Responsibilities

• Ensure accurate and efficient processing of customer transactions.
• Maintain a clean, organised, and welcoming till area.
• Process refunds and exchanges in accordance with company policies.

About You:

• Professional, approachable, and well-presented.
• Confident in leading, motivating, and developing a team.
• Highly organised with exceptional attention to detail.
• Strong communicator with a positive, can-do attitude.
• Previous retail or garden centre management experience is highly desirable.

What We Offer:

• Paid holidays.
• Opportunities for career development
• The chance to lead a team and be part of an exciting, customer-focused business.