Customer Service Manager
At Morrisons, we’re proud to be The Market Street Grocer. We don’t just move boxes; we are food makers and shopkeepers with a rich British heritage. As a Customer Service Manager, you won't be stuck behind a desk; you’ll be right in the heart of the action, leading our front-of-store teams, managing checkouts, and ensuring every customer leaves with a smile.
What you'll be doing day-to-day:
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- Lead & Inspire: Coach and develop a large, energetic front-end team of checkout colleagues and team leaders.
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Drive Excellence: Manage queue times, checkout availability, and front-of-store standards for a seamless shopping trip.
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Manage the Numbers: Oversee front-end productivity, labour budgets, and cash office compliance.
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Keep it Safe: Ensure strict adherence to legal compliance, financial security, and Challenge 25.
- Put Customers First: Act as the ultimate point of escalation, turning feedback into positive solutions.
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.
About us
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:
- Colleague Discount: 15% staff discount for you, 10% for a nominated friend/family member.
- Competitive Salary: Discussed early in the process to match your experience.
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Time Off: 33 days annual leave.
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Future Growth: Access to our University-accredited Sir Ken Morrison Leadership School programme.
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Healthcare & Pension: Highly competitive pension scheme and private healthcare.
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Family Support: Enhanced maternity, paternity, and adoption leave.
- My Morri Rewards: Instant discounts, cashback, and perks on everyday dining and leisure.
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.
Plan your journey
Letchworth, United Kingdom, SG6 3TS
Learning and development is at the heart of our business
As you can imagine, Morrisons is a busy place to be. There’s lots going on - processes, changes, new initiatives, different ways of working. And that’s just on a Monday morning.
It means there’s a lot to learn. But learning isn’t just about understanding what’s involved in day-to-day workloads. It’s also about growing and developing in your career, too. That’s why we’ve made sure that learning and development is at the heart of our business. We’re here to make sure everyone has everything they need to be their best - and to go as far as they want.
Our DE&I workstreams
We're proud to have a diverse group of colleagues working here. We want everyone to feel valued in an environment where we promote respect, where they feel a sense of belonging, and feel celebrated as individuals.
These are the moments that matter to them - and they matter to us, too.
Everyone is welcome to get involved in our Ethnic Diversity, Ability, LGBTQ+, Women, and Family & Carers workstreams, too. They’re designed to help us better reflect our customers, colleagues, and communities so we can become an even more inclusive business.
As a business, we love bringing people together. And we think it’s one of the biggest reasons to be part of our team.
Our Process
We've outlined below what our typical process looks like, this can vary slightly depending upon the role or team you've applied for. Our goal is to provide a positive and accessible experience for all applicants, ensuring everyone has the support they need to showcase their best selves.
Our resourcing team are on hand to help with any questions about your application and you can reach them by e-mailing resourcing@morrisonsplc.co.uk.
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Find an opportunity that's right for you
Once you've found a role that's right for you, you can apply via this site. If it's your first time applying with us then we'll need all your essential information and we might ask you to upload your most recent CV. If you've applied for roles with us before then we should recognise you and you won't need to share these details again, unless something has changed that you need to update us on.
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Online Assessment (Customer Assistant roles)
After your application, we might send you an e-mail and ask you to complete an online assessment. This is typically a situation judgement test where we'll ask you ten questions with mutliple choice answers and takes around 10-15 minutes to complete. The questions will give you a feel for the types of scenarios you might encounter working in our stores - think customer first.
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Let's find out more
For some of our stores and site roles, if you've been successful with your application we might just e-mail and ask you to book a slot for your interview. For other roles our resourcing team will get in touch with you to find out a bit more about you and why you applied. They'll also answer any questions you might have about us and the role. After all, it's a two way process!
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Interview
Our interviews are typically face to face but can sometimes be virtual. Don't worry, we'll advise either way. Your interview can differ depending on the role or team. Part of the interview may include some competency questions against our Ways of Working (listed below).
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Final Stage
With some of our roles there might be a second interveiw. This tends to be for roles in our Head Office and some salaried positions across our stores and sites. As part of this second stage, we might ask you to complete a task, such as a SWOT analysis or something similar, and present it back during the interview. This helps us understand your approach and thinking about the role.
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Decision
Our resourcing team or the store or site you've applied to will be in touch with you as soon as they can to let you know the outcome. If you've been successful we'll share the details of our offer with you and follow up with everything you need on e-mail.
Ways of Working
Our Ways of Working are like a set of values that define our core beliefs, guide decision-making, and shape our culture and how we operate.
Customer First - I care about our customers and do everything I can to meet their needs
Teamwork - I always play my part in the team, and I recognise we go further together
Working Freely in a Framework - I’m trusted to make my own decisions and encouraged to improve things for customers and for us
Care and Respect - We care more and try harder; for each other, for everyone around Morrisons
Listen and Respond - I take the time to talk with and listen to colleagues and customers, and always do the right thing for the them
Grow Sales, Low Cost - I understand my part in the end-to-end process and look for ways to drive improvement
Life at Morrisons offers more than you imagine.
We’re a Yorkshire based food manufacturer and retailer, and our story began with a simple market stall in Bradford all the way back in 1899. Today, we’re still just as committed to delivering on our promise of 'freshness from farm to fork' for every customer. It’s why we’ve grown to become one of the UK’s leading supermarkets. And, with 90,000 colleagues, nearly 500 stores, and 11 million customers every week, there are now more reasons to join us than you can imagine.
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