Customer Service Manager

Overview

In this Customer Service Manager role, you lead by example to empower a store-wide team delivering standout service to local shoppers. Reporting to the Store Manager, you’ll coach colleagues, respond to feedback, and collaborate across departments to keep checkout and service areas running smoothly. You’ll plan resources, schedule and develop talent, and drive performance toward service and sales targets. This is a hands-on, people-focused role in a values-driven, nationwide retailer with strong career progression.

Pay / Benefits

• generous holiday entitlement
• discretionary bonus scheme
• 15% discount in supermarkets and stores
• free parking
• career progression and development opportunities
• healthcare / wellbeing benefits

Responsibilities

• Lead and empower the team to deliver exceptional service and act on customer feedback
• Manage scheduling, attendance and talent development, including training for flexible cross-department work
• Drive performance in line with sales and service targets
• Plan resources and manage daily routines to ensure smooth operations across store departments
• Build strong working relationships with other store departments to maintain standards

Key requirements

• Proven experience managing a team in a fast-paced environment
• Passion for exceptional customer service and staff development
• Strong communication and relationship-building skills
• Active listening and adaptability to feedback and change
• Practical approach to managing department routines, resources and standards

• communication
• leadership
• adaptability
• staff scheduling
• training and development
• cross-department collaboration

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