Tills & Customer Service Manager

Coton Orchard Garden Centre is looking for a dynamic Tills & Customer Service Manager to lead our team and ensure every customer enjoys an exceptional experience.

Full-time | 42.5 hours per week | Alternate weekend working required

This is a senior role combining team leadership, operational oversight, and hands-on customer service. You will play a pivotal part in driving standards, coaching staff, and maintaining the high-quality service that Holt is known for.

As Tills & Customer Service Manager, you will oversee the till and service desk operations, lead the team by example on the shop floor, and ensure smooth day-to-day functioning. You will manage staffing, financial processes, and customer service delivery while fostering a positive, efficient environment for both staff and customers.

• Lead the till and service desk teams to deliver exceptional customer service.
• Handle customer queries, concerns, and complaints professionally and empathetically.
• Coach, train, and motivate team members to maintain high service standards.
• Monitor customer interactions and implement improvements to enhance the shopping experience.
• Ensure accurate and efficient processing of customer transactions.
• Maintain a clean, organised, and welcoming till area.
• Process refunds and exchanges in accordance with company policies.

• Create and manage weekly rotas to ensure optimal staffing levels.
• Use trading patterns to schedule staff during peak periods.
• Oversee holiday planning, seasonal recruitment, and onboarding of new team members.
• Manage staff performance, absence, and disciplinary matters in line with company policy.

• Oversee cash handling, banking, and reconciliation processes.
• Prepare and review daily, weekly, and monthly transactional reports.
• Ensure compliance with cash handling procedures, data protection, and consumer legislation.
• Maintain vigilance around theft prevention and security standards.

• Professional, approachable, and well-presented.
• Passionate about delivering excellent customer service.
• Confident in leading, motivating, and developing a team.
• Highly organised with exceptional attention to detail.
• Strong communicator with a positive, can-do attitude.
• Previous retail or garden centre management experience is highly desirable.