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    Checkouts Customer Service Manager

Checkouts Customer Service Manager

Hours: 45 hours per week, 10 from 14 days, including weekends.

Salary: depending on skills & experience

The Company:

With a turnover of over £100m, Hyperama plc are one of the UK leading cash and carry stores and food service operators. From small beginnings in Nottingham in 1976, the company now operates from four depots across the Midlands.

The Hyperama Group is a growing business and a dynamic place to work. We employ over 300 employees across the group, and our success is reliant on our staff feeling engaged, motivated and valued. We share a common goal of providing customer satisfaction as the group continues to expand and thrive in a variety of competitive markets.

The Role:

The Checkouts Customer Service Manager is a key role within the Business, having an impact on customer focus and the quality of our service.

By managing the Checkouts, Customer Reception, Security and Cash office teams, the role will develop the changing relationship with customers, which will mean more focus on our customer service.

Reporting to the Depot Manager, the main responsibilities of the Checkouts Customer Service Manager is to manage their team of colleagues to ensure the best possible service is provided to our customers. This involves building customer relationships, dealing with customer escalations, sales and service, and engaging with the team through performance management, 121’s and coaching.

This is a role model position where the behaviours of the Manager are to reflect the company values and inspire the team to deliver the best experience possible to our customers.

The role will be accountable for results against KPI’s through proactively managing their team to increase performance. In addition, the role is responsible for the quality of service delivered to our customers in line with growing customer expectations.

The ideal candidate will be outgoing, have excellent people management and team leadership skills and the ability to inspire.

Main Responsibilities include:

• Be an ambassador for the company by engaging with customers to prevent or re-solve customer issues and complaints, utilising their feedback to improve customer service and satisfaction;

• Provide a professional service to customers with a hands-on approach to support the team where required;

• Drive sales with key customers as identified by the store manager;

• Ensuring that there is always sufficient staff cover – managing rotas, holidays and breaks;

• Build customer relations on behalf of the store to drive sales;

• Monitor and respond to managers’ reports on performance;

• Manage team of Colleagues to deliver set KPI’s;

• Utilise performance management, coaching and 121’s to manage performance and drive forward improvements in overall KPI performance;

• Continuous improvement in service quality through team development;

• Manage the quality of all customer communication in the team by training and monitoring all aspects and utilising feedback techniques to deliver results;

• Manage all escalations from Colleagues and Customers in a positive and productive way taking them to the point of resolution;

• Proactively look at process improvements in the team and put in place counter-measures to improve overall process;

• Manage goodwill budget across all products by ensuring Colleagues are making the right decisions and are working within guidelines;

• Demonstrate role model behaviour to the team through appearance, attitude and work ethic;

• Co-ordinate and carry out interviews for recruitment of new people into the team. Also plan and facilitate training for new starters and ongoing training needs;

• As a key holder you will participate in an on-call rota with other Managers for any security issues/breaches out of hours and will be required to comply with security requirements when opening and locking the store.

Qualifications, Skills and Experience required:

• Excellent interpersonal, communication and relationship building skills

• Exposure to commercial decisions

• Evidence of delivering results through performance management

• Ability to communicate effectively business challenges at all levels

• Proven ability to think outside the box to solve customer problems

• Committed to delivering a great customer experience through a team of people

• Fully competent in the use of all Microsoft packages

• Ability to prioritise workload and be flexible to meet changing demands


· 30 Days Holiday

· Free Onsite parking

· Company Pension

· Staff discount

Please note, due to the volume of applications we receive if you do not hear from us within four weeks your application has not been successful.

To apply, please send your CV with covering email or call us