At Morrisons, we’re proud to be The Market Street Grocer. We do things differently. We don't just process transactions; we are passionate about food, proud of our British heritage, and dedicated to making sure every single customer leaves our stores with a smile. From the warm greeting at the entrance to a fast, friendly checkout experience, great service is at the very heart of what we do. We love what we do, and we want you to love it too.
As a Customer Service Manager, you’ll be the champion of the customer journey and the face of our front-end operations. This isn’t a sit behind a desk kind of job; you’ll be right out there at the front of the store, managing the checkouts, self-service areas, and customer service desk, ensuring the entire operation runs seamlessly.
What you'll be doing day-to-day:
Leading with Passion: Inspiring, coaching, and developing a large team of checkout colleagues, team leaders, and service desk staff to deliver world-class service.
Driving Service Excellence: Managing queue times, checkout availability, and front-of-store standards to ensure a seamless, hassle-free shopping trip.
Managing the Numbers: Taking responsibility for front-end productivity, labour budgets, cash office compliance, and spotting opportunities to improve overall customer satisfaction scores.
Keeping it Safe and Compliant: Ensuring strict adherence to legal compliance, age-restricted sales (Challenge 25), and financial security procedures.
Putting Customers First: Acting as the ultimate point of escalation, turning feedback into positive solutions, and ensuring every customer feels valued.
We are a team of over 90,000 down-to-earth people. Uniquely, we are the UK's second-largest food manufacturer and own our entire supply chain; giving you incredibly diverse career paths and development opportunities.
More Perks:
- Competitive Salary: Discussed early in the process to match your experience.
- Colleague Discount: 15% staff discount for you, 10% for a nominated friend/family member.
- Time Off: 33 days annual leave.
- Future Growth: Access to our University-accredited Sir Ken Morrison Leadership School programme.
- Healthcare & Pension: Highly competitive pension scheme and private healthcare.
- Family Support: Enhanced maternity, paternity, and adoption leave.
- My Morri Rewards: Instant discounts, cashback, and perks on everyday dining and leisure.
You don’t just care about service; you understand how to run a highly organized, fast-paced front-of-house operation. You're a natural problem solver and a people person through and through, with a knack for diffusing tense situations and keeping a large team motivated during peak trading hours.
We’re looking for someone who has:
- Proven leadership experience: From a fast-paced retail, hospitality, or customer service environment (experience managing high-volume customer queues or large front-end teams is a massive plus).
- An operational mindset: You know how to manage rotas to match customer footfall, react quickly to sudden rushes, and maintain tight control over cash handling.
- A hands-on, roll-up-your-sleeves attitude: You love being right in the middle of the action on the front end, engaging with customers and supporting your team.
- Brilliant communication skills: With the ability to handle customer queries with empathy, build great relationships with your team, and collaborate with the wider store management.
A genuine pride: For creating an exceptionally welcoming, friendly environment that represents the very best of Morrisons.
We are an equal opportunities employer and welcome applications from all sections of the community.
