Customer Service Manager

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:

• Driving Service Excellence: Managing queue times, checkout availability, and front-of-store standards to ensure a seamless, hassle-free shopping trip.
• Leading with Passion: Inspiring, coaching, and developing a large team of checkout colleagues, team leaders, and service desk staff to deliver world-class service.
• 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.