Customer Service & Retail Supervisor

Musgrave Group Plc; Belfast City District; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Hybrid working model

Career development

Job summary

Musgrave MarketPlace Belfast is seeking a Customer Service Retail Supervisor to lead a busy checkout and customer service team. You’ll partner with the Customer Service Manager to ensure smooth daily operations, maintain service standards, and foster a positive workplace culture.

The role focuses on coaching staff, managing rota planning, handling customer queries, and upholding SOPs, Health & Safety, and HACCP. Hybrid work options and a supportive environment are offered.

Qualifications

• Proven experience leading large teams in retail or similar.
• Strong focus on delivering exceptional customer service and communication.
• Ability to manage rotas, stock and customer queries.

Responsibilities

• Lead, coach and inspire the Customer Service team to deliver exceptional customer experiences daily.
• Foster a positive, customer-first culture where service excellence is standard.
• Support colleague engagement and employee relations with HR.
• Ensure training and confidence in customer service procedures.
• Drive operational performance, ensuring SOPs, Health & Safety and HACCP compliance.
• Monitor performance against KPIs and take action to improve results.
• Manage customer queries and complaints professionally with positive outcomes.
• Maintain efficient checkout operations and queue management.
• Support stock and security controls, minimising loss.
• Create and manage staff rotas balancing service levels with efficiency.
• Build strong customer relationships while managing transactions within credit terms.

Skills

Team leadership

Customer service

Communication

Problem solving

KPIs

Tools

POS systems

MS Office

Job description

Customer Service Retail Supervisor
Musgrave MarketPlace, Belfast (Dargan Crescent)
Permanent Position

Join Musgrave – A Legacy of Innovation, Community, and Excellence

At Musgrave, we're more than a food and retail business. For over 150 years, we've been supporting communities, championing local businesses, and driving innovation across Ireland and Spain. Every day, through 18 iconic brands including SuperValu, Centra, Mace, Frank and Honest, and Musgrave MarketPlace, we help feed one in three people.

As we continue our journey to become Ireland's most trusted and sustainable business, we're looking for an enthusiastic and customer-focused Customer Service Retail Supervisor to join our busy Musgrave MarketPlace Belfast team.

If you're passionate about delivering exceptional customer experiences, motivating teams, and creating a positive workplace culture, we'd love to hear from you.

About the Role

As Customer Service Retail Supervisor, you'll play a vital role in creating a first-class experience for our customers while leading and developing a high-performing checkout and customer service team.

Working closely with the Customer Service Manager, you'll ensure the smooth day-to-day operation of the department, drive performance standards, and help create an environment where both customers and colleagues can thrive.

What You'll Be Doing

• Lead, coach and inspire the Customer Service team to deliver exceptional customer experiences every day.
• Foster a positive, customer-first culture where service excellence is the standard.
• Support colleague engagement and employee relations in partnership with the Customer Service Manager and HR team.
• Ensure all team members are fully trained and confident in customer service procedures and company standards.
• Drive operational performance, ensuring compliance with SOPs, Health & Safety and HACCP requirements.
• Monitor performance against key targets and KPIs, taking action to continuously improve results.
• Manage customer queries and complaints professionally, ensuring positive outcomes wherever possible.
• Maintain efficient checkout operations and queue management to enhance the customer experience.
• Support effective stock and security controls, minimising loss and ensuring compliance with procedures.
• Create and manage staff rotas that balance excellent service levels with business efficiency.
• Build strong customer relationships while ensuring transactions are managed within agreed credit terms.

What We're Looking For

We're looking for someone who is passionate about people, service, and continuous improvement.

• Experience leading or supervising a large team, ideally within retail, wholesale, hospitality, or a customer-facing environment.
• Strong customer service skills and a genuine commitment to delivering outstanding service.
• Excellent communication and people leadership abilities.
• A proactive, hands-on approach with the confidence to solve problems and make decisions.
• Experience working with KPIs and performance targets.
• Good IT and systems knowledge.
• Commercial awareness and an understanding of how excellent service drives business success.

Career Development

• With a commitment to your personal and professional growth, Musgrave offers numerous opportunities for advancement and learning.
• Collaborative Environment: Work alongside a passionate team, where your contributions will make a significant impact
• Innovation Focus: Be part of a company that values forward-thinking solutions
• Community Focus: Be part of a company that truly values its communities and strives to make a positive impact.
• Be Part of a Legacy: Join a company with a long-standing commitment to community and innovation.

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.

Musgrave operate a Work Smart hybrid working model where you can alternate your time between connecting and collaborating in the business and working remotely.