Customer Service Manager

About this role

We Make [Employer hidden]… From a Bradford market stall to the UK’s fifth largest supermarket we are proud to be the Yorkshire food retailer serving customers across the UK over almost 500 stores and an online home delivery service. Our business is mainly food & grocery and, uniquely, we source & process most of the fresh food that we sell through our own manufacturing facilities. We’re recruiting for a high performing Customer Service Manager to help our business to continue to grow and succeed. Customers are always at the heart of everything we do. Which is why we need the best, always leading by example and showcasing exceptional customer service. Reporting into the Store Manager, you will also:

• Lead and empower colleagues to always put the customer first and deliver outstanding customer service
• Listen and respond to our customers feedback and react accordingly
• Ensure market leading availability across the store.
• Work with the other Managers in store to lead a supportive and performance driven department
• Efficiently manage all people routines, taking accountability of department(s) scheduling, absence, performance and talent conversations
• Deliver training to ensure team have the capability and confidence to deliver their role
• Enable colleagues to work with confidence across various departments
• Identify and develop talent within the department
• Build effective relationships with other operating departments
• Lead colleagues to work with purpose, delivering outstanding performance against all relevant targets across the department(s)
• Take a leadership role within the store
• Ensure resource is planned thoroughly

How do we say thank you? You will play a vital role in our business and have a huge impact on our success so not only will you receive excellent training, support and continued development but we will also offer a competitive salary and superb benefits package. Want more? Our benefits package not only includes a generous bonus but you will also receive an attractive pension scheme, private healthcare as well as a colleague discount that we encourage you to share with your friends and family. We also offer a range of family friendly policies, including 26 weeks maternity and adoption leave along with neonatal and fertility leave. No doubt you'll have shopped in our stores before, but why not take a look at some of the areas our customers don't see, such as our warehouses and colleague canteens to get a real taste of life at [Employer hidden]. Explore using our 360 tour, please click here.

About you

Whether it's previous experience working in the retail industry or you have experience in hospitality, the service industry or travel & tourism, if you have a passion for delivering exceptional customer service then we want to hear from you. What do we need from you?

• Experience of managing a team in a fast paced environment
• You will need to be a great communicator who can share knowledge, experience and best practices
• You will need to have the ability to build and maintain relationships with key stakeholders across all areas whilst remaining flexible
• You must be adaptable to change, whilst being able to challenge effectively
• As a Manager, you will actively listen to and respond effectively to customers and colleagues

We are an equal opportunities employer and welcome applications from all sections of the community.

About us

Shopkeepers for over 125 years, we love providing our customers with a great shopping experience they won’t find anywhere else. At just under 500 stores across the UK, our retail colleagues work as one team to provide plenty of food essentials, a great service and a buzz people enjoy. It’s why our customers keep coming back for more. The UK’s 5th largest supermarket, we provide great value for money and good quality fresh food and groceries to over 11 million customers every week. Our focus on freshness makes us stand out as we prepare more fresh food in-store than any other supermarket. It’s challenging. It’s fast-paced. But from Market Street to checkout our friendly team loves going above and beyond to bring our customers what they want. At [Employer hidden] we believe in investing in our colleagues and industry-leading training programmes. We provide our colleagues with the opportunities they need to make it to the top. Many of our store managers started out on the shop floor. They’ve been there and done that. It’s how they know how to support our colleagues and help our customers so well.

Reward & Benefits

We've highlighted below some of our standard Rewards & Benefits that our colleagues receive. Please note, some roles come with additional benefits such as bonus, company car allowance etc. you'll find further details where applicable in our adverts, or you can speak to someone in our resourcing team for more information.

• Rewarding success – We believe success should be rewarded. So, from a simple thank you to our well-deserved recognition awards, we’ll show you how much we value you.
• Pay – [Employer hidden] wouldn't be what it is without our amazing colleagues, which is why we offer competitive salaries to ensure we attract and retain the best.
• Colleague discounts – We operate one of the most generous colleague discount schemes in food retail, and currently offer two discount cards, one for you and one for your family or friend. You will be eligible for a 15% discount on all eligible purchases and your friend or family will be eligible for up to 10% discount.
• Holidays – You’ll enjoy at least 28 days of holiday a year pro rata (including public holidays), increasing with length of service.
• Pension – We have a competitive pension scheme that all our colleagues can join.
• Life assurance – We offer a Life Assurance Scheme, more commonly known as a ‘Death in Service’ benefit.
• Money off – Not only will you enjoy 15% off your [Employer hidden] shopping, you'll have access to discount and cashback offers from over 1,500 retailers. All of our sites offer subsidised meals too.
• Flexible benefits – We offer a range of flexible, voluntary and salary sacrifice benefits including holiday buy scheme and payroll giving.
• Healthcare cash plan – Our exclusive health care cash plan provided by Sovereign Health Care offers tax free cash back on everyday health expenses.
• Wellbeing with Vita Health – Free and confidential information, advice and support for all our colleagues and households 24/7.
• Aviva Digital GP and wellbeing – Free access to Aviva's Digital GP and wellbeing app services.
• Addiction treatment – Working with the UK Addiction Treatment Group.
• Salary finance – Partnered with Salary Finance to provide access to simple, useful financial education and loans.
• Family Friendly benefits – Maternity and Adoption Pay: Full pay for first 26 weeks; Paternity Leave: up to 4 weeks; Neonatal Leave: additional week per week in neonatal care (max 12 weeks); Fertility Leave: up to 5 days paid per cycle.

Location

Bredbury, Stockport, United Kingdom, SK6 2BN

Our Process

Our resourcing team can be reached by e-mailing [contact hidden]. Steps: Find an opportunity, Online Assessment (for Customer Assistant roles), Let's find out more, Interview, Final Stage (if applicable), Decision.

Life at [Employer hidden]

We’re a Yorkshire based food manufacturer and retailer with 90,000 colleagues, nearly 500 stores, and 11 million customers every week. Discover more at [Employer hidden] Life.