Tills and Customer Service Manager- Fermoys Garden Centre

Location: Fermoys Garden Centre
Hours: Full-time (including alternate weekend working)
Salary: Competitive

Why Join Us?

Fermoys Garden Centre is part of the Blue Diamond Group, the UK’s largest garden centre group by turnover, with growth from £187 million in 2019 to over £400 million in 2025. With 54 centres across the UK and Channel Islands, we continue to expand and evolve — offering outstanding career opportunities for ambitious retail leaders.

We attract a discerning AB1 customer base by delivering inspirational retailing defined by style, emotion, innovation, and exceptional service. Led by Managing Director Alan Roper since 1999, the Group is known for strong values, high staff retention, and long-term career development.

This is an opportunity to take full ownership of a key customer-facing department within a high-performing retail environment.

About the Role

As Tills & Customer Service Manager, you will take full responsibility for the smooth, efficient, and customer-focused operation of the tills and customer service desk at Weybridge Garden Centre.

You will lead, motivate, and develop your team to deliver consistently high standards of service, operational accuracy, and compliance. You will play a vital role in shaping the customer experience, driving performance, and ensuring every visitor receives a seamless and positive interaction.

You will also work closely with wider management teams to support commercial performance, staffing efficiency, and continuous improvement initiatives.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop the tills and customer service team to deliver outstanding customer experiences
• Conduct regular performance reviews, coaching sessions, and team briefings
• Oversee rota planning, staffing levels, holidays, and seasonal recruitment
• Support onboarding and training of new team members
• Foster a positive, engaged, and high-performing team culture

Customer Experience & Service Excellence

• Ensure consistently high standards of customer service across all till and service desk interactions
• Resolve escalated customer queries, complaints, and refunds professionally and in line with company policy
• Continuously monitor service performance and implement improvements
• Champion a customer-first culture across the team

Operational & Financial Control

• Oversee all till operations, ensuring accuracy in cash, card, and alternative payment processing
• Manage cash handling, banking procedures, and end-of-day reconciliation
• Ensure full compliance with company policies, audit requirements, and security procedures
• Maintain a clean, organised, and efficient service environment

Commercial & Compliance Responsibility

• Support loss prevention strategies and uphold high standards of security and compliance
• Work closely with senior management to improve efficiency and operational performance
• Identify opportunities to improve processes and enhance customer flow and satisfaction

About You

• Experienced retail leader with a strong background in customer service and till operations
• Confident managing, motivating, and developing teams
• Highly organised with strong attention to detail and operational control
• Calm and professional when handling customer issues and busy periods
• Strong understanding of retail compliance, cash handling, and service standards
• Previous experience in garden centres or high-volume retail environments is highly desirable

What We Offer

• Competitive salary
• Generous staff discount
• Paid holiday entitlement
• Career development and progression opportunities within a growing national group
• The opportunity to lead a key department in a premium, customer-focused retail environment