Customer Service Manager

Overview

In this role you will lead a store-wide customer service function, coaching colleagues to deliver outstanding service and acting as a key link across departments. You will manage scheduling, training, and development to enable flexible cross-department work and maintain high standards of service and availability. You will collaborate with store leadership to drive performance toward sales and service targets while ensuring smooth daily operations. This is a hands-on, people-focused role in a fast-paced retail environment that supports career progression and team empowerment.

Pay / Benefits

• generous holiday entitlement
• discretionary bonus scheme
• 15% discount in stores
• free parking
• competitive pension and life assurance
• healthcare / wellbeing benefits

Responsibilities

• Lead and empower the team to deliver exceptional customer service and act on customer feedback
• Manage team scheduling, attendance, and talent development with training for cross-department flexibility
• Drive performance and ensure alignment with sales and service targets
• Plan resources and routines to keep store operations running smoothly
• Build strong relationships with other store departments to maintain high standards and product availability
• Coach and develop colleagues to foster proactive leadership and teamwork

Key requirements

• Proven experience managing a team in a fast-paced environment
• Proactive leadership and ability to set direction on the shop floor
• Strong communication and relationship-building across departments
• Active listening and adaptability to change
• Practical approach to resource planning and routine management
• Focus on high store standards and product availability

• leadership
• communication
• active listening
• team scheduling
• training delivery
• resource planning

…