Tills & Customer Service Manager- Melbicks Garden Centre

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

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 Melbicks is known for.

Position: Tills & Customer Service Manager

Location: Melbicks Garden Centre
Hours: Full-time, 42.5 hours per week | Alternate weekend working required

Salary: Competitive

Why Join Us?

Melbicks Garden Centre is proud to be part of the Blue Diamond Group, the UK’s largest garden centre group by turnover, growing from £187 million in 2019 to over £400 million in 2025. With 53 centres across the UK and Channel Islands, we are continually evolving and expanding — and we want you to grow with us.

Our target demographic is AB1 customers, and we attract this calibre of customer by delivering inspirational retailing with a clear point of difference — style, emotion, and innovation for the home and garden — alongside exceptional customer service.

Led by Managing Director Alan Roper since 1999, the Group prides itself on excellent staff retention and empowering colleagues to build rewarding, long-term careers.

About the Role:

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.

Key Responsibilities:

Customer Service & Team Leadership

• 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.

Management & Operational Support

• 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.

Financial & Compliance Oversight

• 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.

Tills & Service Desk Responsibilities

• 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.

About You:

• 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.

What We Offer:

• Competitive salary.
• Generous staff discount.
• Paid holidays.
• Opportunities for career development
• The chance to lead a team and be part of an exciting, customer-focused business.