Customer Service jobs in United Kingdom

At WHSmith, our mission is simple: to enhance every journey through exceptional service, and at the heart of this are our people, customers, and partners. As a Multi-Site Store Manager, you’ll lead the performance of multiple stores across various formats, including InMotion and hospitality, driving growth and ensuring a world-class customer experience.

• 5 years continuous references – to gain an airport pass you will need to provide 5 years’ worth of either employment or education references without any gaps.
• Criminal Records Bureau Check – to be completed by WHSmith if your application is successful.
• Photographic ID i.e. passport or UK Driving Licence.

• Fostering a positive, unified multi-store culture where teams work together to achieve business goals.
• Tailoring development and training plans for each store, nurturing strengths and potential within teams.
• Creating an environment of openness, engagement, and communication, acting as an advocate for the colleague voice.
• Cultivating talent and maintaining a flexible succession plan for key roles, ensuring top talent development.
• Overseeing HR processes, ensuring all policies and procedures are followed with support from the ER team.
• Ensuring stores are safe and compliant with all legal requirements, including HMRC standards.
• Completing mandatory training on and ensuring new starters experience a welcoming induction.
• Managing staffing profiles effectively, ensuring productivity is maximised while adhering to payroll budgets.
• Promoting diversity and prioritising the wellbeing of your teams while keeping them updated on business communications.

• Conducting purposeful store visits with a focus on people, planning, and customer satisfaction.
• Using data to drive results, setting clear SMART actions and consistently monitoring progress.
• Ensuring store activities are completed on time and in line with brand guidelines and supplier requirements.
• Maintaining high standards for stock availability, shrink controls, and productivity across all stores.
• Coaching teams on key processes and ensuring a consistent customer journey through efficient execution.
• Managing the commercial business scorecard, focusing on sales, shrink, payroll, and legal compliance, closing performance gaps across stores.
• Ensuring the right colleagues are in the right place at the right time, effectively managing peaks and maintaining budgeted hours.
• Proactively managing shrinkage and food waste, particularly in high-risk areas like InMotion and hospitality.

• Ensuring consistently high store standards across all locations by coaching and validating the execution of brilliant behaviours.
• Motivating InMotion teams to meet sales targets and drive a performance-driven culture.
• Role-modelling exceptional customer service, coaching teams to sell, manage queues, and deliver delightful customer experiences.
• Focusing on growing sales by educating teams on key commercial levers like spend per passenger, ATV, and transaction volumes.
• Conducting weekly one-on-one meetings to set objectives and measure contribution to sales goals.
• Ensuring all colleagues are passionate about customer-first culture and knowledgeable about products to drive add-on sales.
• Contributing to strategic projects that influence the UK Travel Business, becoming a recognised expert in your area.
• Build and maintain strong relationships with landlords, ensuring any issues are dealt with promptly.

• Competitive salary, pension scheme, and 33 days holiday (including bank holidays).
• Employee discounts (up to 50%) and deals from retail partners for savings on dining, entertainment, and more.
• Employee Assistance Programme to support physical, mental, and financial wellbeing.

With a rich heritage, WHSmith continues to grow, particularly in airports, hospitals, rail stations, and motorway services. Our InMotion brand is leading the way in digital accessories, offering an exceptional customer experience. We have established strong partnerships with brands like M&S and Costa Coffee to broaden our customer offerings across the UK. As we grow, our mission remains simple: to make every journey better.

We are proud to be an inclusive employer, where our colleagues are welcome and free to be themselves.