Customer Service Manager

Customer Service Manager

Company: Morrisons (via Supportive Bridge Staffing Agency)

Location: Erith (DA8 2AH)

Job Type: Permanent, Full-Time

Hours: 40 Hours per week (5 days from 7)

Salary: Competitive salary, plus excellent benefits

Job Reference: 159042

About the Role

Supportive Bridge Staffing Agency is proud to partner with Morrisons to find a dynamic and driven Customer Service Manager for their store in Erith.

In this front-of-house leadership role, you will be the champion of the customer journey and the face of front-end operations. Rather than sitting behind a desk, you will be right at the heart of the action—managing checkouts, self-service areas, and the customer service desk to ensure a seamless shopping experience.

Reporting directly to the Store Manager, you will take full ownership of the front-of-store atmosphere, queue management, and service delivery while inspiring and coaching your team to provide the down-to-earth service Morrisons is famous for.

Key Responsibilities

• Driving Service Excellence: Managing queue times, checkout availability, and front-of-store standards for a seamless shopping trip.

• Leading with Passion: Inspiring, coaching, and developing a large team of checkout colleagues, team leaders, and service desk staff.

• Managing the Numbers: Taking responsibility for front-end productivity, labour budgets, cash office compliance, and improving customer satisfaction scores.

• Keeping it Safe and Compliant: Ensuring strict adherence to legal compliance, age-restricted sales (Challenge 25), and financial security.

• Putting Customers First: Acting as the ultimate point of escalation, turning feedback into positive solutions.

About You

We are looking for an experienced, hands-on leader from a fast-paced retail, hospitality, or customer service environment:

• Proven leadership experience: Managing high-volume customer queues or large front-end teams is a massive plus.

• An operational mindset: Skilled at managing rotas to match footfall, reacting quickly to rushes, and controlling cash handling.

• A hands-on attitude: Enjoys being right in the middle of front-end action, engaging with customers, and supporting staff.

• Brilliant communication skills: Capable of handling customer queries with empathy and building strong cross-functional relationships.

Rewards and Benefits

• Competitive Salary: Discussed early in the process to match your experience.

• Colleague Discount: 15% staff discount for you, plus an extra 10% for a nominated friend or family member.

• Time Off: 33 days annual leave.

• Future Growth: Access to the 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.

Our Hiring Process

1. Find an Opportunity: Apply via our platform to submit your essential information and CV.

2. Let's Find Out More: Successful applicants will be invited to book an interview slot or speak with the resourcing team.

3. Interview: Typically face-to-face (or virtual), featuring competency questions aligned with Morrisons' Ways of Working.

4. Decision: Our team will be in touch as soon as possible with a formal offer if successful.