Customer Service Manager

More About The Role
From a Bradford market stall to one of the UK's largest supermarkets, we are proud to be the Yorkshire food retailer serving customers across the UK over almost 500 stores and through a home delivery service.
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.
Reporting into the Store Manager, you’ll take full ownership of the front-of-store atmosphere, queue management, and service delivery. Your main objective is to ensure every customer experiences a smooth, efficient, and exceptionally friendly checkout process, while coaching your team to deliver the down-to-earth service that keeps our regulars coming back week after week.
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.
More About You
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.
More About Us
At Morrisons, we’ve always done things a bit differently. Our story started all the way back in 1899 as a humble egg and butter stall in Bradford market. 127 years later, we’re one of the UK’s leading supermarkets, but we’ve never lost that independent shopkeeper spirit.
At just under 500 stores across the UK, our retail colleagues work as one team to feed the nation and provide a memorable shopping experience. We’re a team of over 90,000 down-to-earth, hard-working people. We care about fresh food, friendly service, and looking after each other.
What truly sets us apart is that we don’t just move boxes from trucks to shelves, we are food makers and shopkeepers. As the UK's second largest food manufacturer, we source directly from British farmers, process meat in our own abattoirs, and prepare fresh food right in front of our customers. From our vibrant store displays to the hot meals served in our Cafes, we take massive pride in feeding the nation honest, high-quality, fresh food.
As we own our own supply chain, including manufacturing sites, flower hubs, and logistics networks, the career paths here are varied. We are deeply committed to learning and development, ensuring that if you have the drive to progress, we will give you the tools, courses, and support to go as far as you want to.
We don't overcomplicate things. We work hard, we look out for each other, have a laugh along the way, and take immense pride in the food we sell and the communities we serve