Customer Service Manager

More about the role

From a Bradford market stall to nationwide stores and home delivery, customers have always been at the heart of everything we do. As a Customer Service Manager, you’ll lead by example every shift, empowering your team to deliver outstanding service that makes our local shoppers feel properly looked after.

Reporting directly to the Store Manager, you’ll bring a proactive approach to managing store-wide service routines. You'll coach colleagues, listen to customer feedback, and build strong working relationships across all store departments to keep our checkout and service areas running smoothly.

In this role, you’ll be on hand to:

• Put customers first:
  Lead and empower your team to deliver exceptional service, listening to customer feedback and reacting quickly to keep standards high.
• Lead and support your team:
  Manage team scheduling, attendance, and talent development, delivering training so colleagues have the confidence to work flexibly across departments.
• Drive performance and availability:
  Work alongside other store managers to lead a supportive, performance-driven department, guiding colleagues to work with purpose against all sales and service targets.
• Keep operations running smoothly:
  Plan resources thoroughly, manage daily team routines, and build strong working relationships with other operating departments across the store.

• Generous holiday entitlement
• Discretionary bonus scheme
• 15% discount in our supermarkets and convenience stores from the day you join us
• Additional 10% discount card for a friend or family member
• Genuine career progression and development opportunities - read more about our Leadership School here
• Subsidised in-store cafe or shop floor ranges
• Free parking
• Competitive pension and life assurance
• Healthcare / Wellbeing benefits including Aviva Digital GP
• 'MyPerks' with discounts at high street shops, cinemas and gyms, and lots more
• Optional payroll charity donations
• A range of family-friendly policies including 26 weeks maternity and adoption leave along with neonatal and fertility leave

Whether your background is in retail, hospitality, leisure, or travel, if you have a real passion for exceptional customer service and bringing out the best in people, we'd love to hear from you.

You'll be the kind of person who:

• Leads and steps up with confidence
  :
  Has proven experience managing a team in a fast-paced environment, taking a proactive leadership role within the store.
• Builds strong, supportive teams
  :
  Communicates naturally, shares best practices, and builds great working relationships across all store areas.
• Listens and adapts
  :
  Active listener who responds effectively to customer and colleague feedback, remaining flexible and adaptable to change while challenging constructively when needed.
• Keeps a firm grip on the basics: Takes a practical approach to managing department routines, ensuring high store standards, clear resource planning, and market-leading product availability.