We are excited to announce that Frosts Garden Centre in Woburn Sands has recently been acquired by Blue Diamond, opening some fantastic opportunities to join our team. We are committed to maintaining Frosts' heritage and values as we integrate the garden centre into the Blue Diamond family, while continuing to provide the high-quality service customers expect.

Till and Customer Service Manager

42.5 hours per week, full-time position, including alternate weekend working.

We are seeking a Till and Customer Service Manager who is passionate about delivering exceptional customer experiences.

The ideal candidate will be professional, well-presented, and friendly, with a genuine interest in customer service and a keen eye for detail. Strong leadership skills and previous managerial experience are essential, as you will manage a large till team, ensuring that customer needs are prioritised. The role requires excellent communication, problem-solving, and numeracy skills, as well as the ability to remain calm under pressure, motivate a team, and maintain high standards. Flexibility, strategic thinking, and a proactive, self-motivated approach are key to driving success.

Job Overview
As the Till and Customer Service Manager, you will play a vital role in ensuring our till team delivers an outstanding customer experience while maintaining high levels of accuracy. You’ll be responsible for analysing transactional reports, implementing solutions to issues as they arise, and ensuring that company policies are followed. This is a dynamic role where no two days are the same, and you’ll be an integral part of creating a positive and efficient environment for both customers and staff.

Key Responsibilities

Financial Analysis

• Perform daily, weekly, and monthly analysis of transactional reports.
• Resolve discrepancies promptly.
• Responsible for:
• Cash and banking reconciliation.
• Refund analysis.
• Managing system price accuracy.
• Analysing and interpreting system-generated financial reports.

Customer Service

• Ensure that the till team delivers exceptional customer service.
• Handle customer queries and complaints with professionalism and empathy.
• Monitor and improve customer interaction processes at the tills.
• Train staff to maintain a high standard of service and resolve issues swiftly.
• Encourage staff to adopt a polite, friendly, and helpful attitude at all times.

Management Duties

• Recruit, train, and manage the performance of till and customer service supervisors and assistants.
• Organise weekly staff rotas and ensuring adequate coverage.
• Use trading pattern reports to ensure staffing levels reflect peak trading times, while maintaining sufficient cover for breaks, lunch, and holidays without overstaffing.
• Discuss and manage overtime needs, address HR issues such as sickness, lateness, and performance, and plan for seasonal recruitment based on benchmarks.
• Organise and plan holidays to ensure continuous, adequate staffing levels.

Operational Responsibilities

• Monitor till hardware and report any faults.
• Ensure vigilance in reducing theft and maintaining security standards.
• Adhere to and ensure compliance with data protection and consumer legislation policies.
• Maintain a clean and organised work environment.
• Ensure retail standards are exceptional in all areas around the tills and customer service desk.

Other Duties

• Perform additional reasonable duties as required to meet the needs of the business.

As well as a rewarding career with potential for career development, you can expect a competitive salary, attractive staff discount and paid holidays.

Blue Diamond Group, one of the UK's largest garden centre groups with 45 centres across the UK and Channel Islands, is proud to welcome Frosts into our portfolio. Managing Director Alan Roper shared, “Frosts Garden Centre is a thriving and respected family business with a unique brand and excellent reputation within the local community. We intend to protect its heritage and core values whilst driving the business forward into the future."