Customer Service & Retail Supervisor

Musgrave Group Plc; Belfast City District; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Equal opportunities employer

Job summary

Musgrave Group Plc in Belfast is seeking a Customer Service & Retail Supervisor to lead the checkout team and drive outstanding service in a busy store. You will support HR policy implementation and payroll/shift operations while maintaining a customer‑first culture.

The role emphasizes leadership, KPI attainment, and staff development, with a focus on safeguarding assets, training, and efficient queue management in a fast-paced retail environment.

Qualifications

• Minimum 1 year’s experience as a supervisor/manager in retail/wholesale.
• Excellent customer service skills with a proven ability to create a customer focused culture.
• Excellent leadership and supervisory skills.
• Standards and KPI focused and driven.
• Good IT and system skills.

Responsibilities

• Lead all checkout team members to deliver outstanding service while fostering a customer focused culture within the branch.
• Support the Customer Service Manager/HR Business Partner to ensure positive employee relations and HR policy adherence.
• Demonstrate excellence in delivering high standards of customer service and embed a right first-time culture.
• Ensure colleagues are trained in customer service and SOPs.
• Ensure SOPs and operational procedures are followed and targets are met.
• Monitor and evaluate performance to drive results and maintain standards.
• Achieve and improve operational KPIs and complete audits (H&S, HACCP, SOP).
• Manage queueing to keep no more than two customers in any queue.
• Handle customer queries and complaints efficiently and record/monitor them regularly.
• Ensure transactions are within customer credit terms and maintain relationships.
• Be vigilant in security and stock loss prevention and enforce processes.
• Manage staff rota within budget and business needs.

Skills

Leadership

Customer service

KPI driven

People management

IT & systems

Tools

POS systems

Job description

Our people are the heart of our business. As our greatest asset, they make Musgrave a great place to work and in return we aim to be the very best place to work, grow and thrive. We have an opportunity for a Customer Service & Retail Supervisor to join our team at Marketplace Belfast.

As Northern Irelands leading wholesaler, we offer the most comprehensive range in the market with over 10,000 lines including impulse, alcohol, grocery, and chill freeze. We are committed to helping local businesses succeed with our dedicated customer service team.

What you'll be doing

The Role

• To lead all members of the checkout team to deliver outstanding levels of service to all customers in the most effective and profitable manner while fostering a customer focused culture within the branch.
• To support the Customer Service Manager/ HR Business Partnerto ensure good employee relations through the effective implementation of HR policy in the Customer Service & Retailteam.
• Leadcolleagues by demonstrating excellence in the consistent delivery of exceptionally high standards of customer service. Lead and embed a right first-time culture.
• Ensure that all colleagues are trained in all aspects of customer service and SOPs.
• To ensure the operational procedures/SOPs are adhered to and measures are put in place to ensure all targets are met.
• Regularly monitor and evaluate performance and standards and take relevant and necessary actions to achieve results.
• Consistently achieve and improve all operational KPI's achieve all H&S, HACCP and SOP audits.
• Efficient queue management ensuring no more than 2 customers in any queues
• Deal with all customer queries and complaints in an efficient and professional manner. Ensure that these are recorded and monitored on a regular basis.
• Ensure all transactions are managed within customer’s credit terms while maintaining positive customer relationships.
• Be proactive and vigilant in the management of security and stock loss and ensure relevant processes are strictly adhered to.
• Ensure staff rota is managed in line with budget and in line with needs of the business.

What we're looking for

• Minimum 1 years’ experience as a supervisor/manager in the retail/wholesale industry.
• Excellent customer service skills with a proven ability to create a customer focused culture.
• Excellent Leadership and Supervisory skills.
• Standards and KPI focused and driven.
• Good IT and system skills.

Musgrave is an equal opportunities employer. We encourage applications from diverse candidates. If we can make any accommodations to enable you to be the best version of yourself during the interview, please let us know.