Customer Service & Retail Supervisor

Musgrave Group; Belfast City District; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

Musgrave MarketPlace Belfast is seeking a Customer Service Retail Supervisor to lead and develop a high-performing checkout and customer service team. You will work closely with the Customer Service Manager to ensure smooth daily operations while driving performance and a positive workplace culture.

Applicants should have experience supervising large teams, excellent customer service skills, strong communication, and a proactive approach.

Qualifications

• Experience leading or supervising a large team in a customer-facing environment.
• Excellent customer service skills and commitment to service excellence.
• Strong communication and people leadership abilities.
• Proactive, hands-on approach with problem-solving and decision-making.
• Experience working with KPIs and performance targets.
• Good IT and systems knowledge.
• Commercial awareness of how service drives business success.

Responsibilities

• Lead, coach and inspire the Customer Service team to deliver exceptional customer experiences daily.
• Foster a positive, customer-first culture and service excellence as standard.
• Support colleague engagement and HR partnerships to maintain high morale.
• Ensure all team members are trained and confident in customer service procedures and standards.
• Drive operational performance and ensure compliance with SOPs, Health & Safety and HACCP.
• Monitor performance against key targets and KPIs and act to improve results.
• Manage customer queries and complaints professionally with positive outcomes.
• Maintain efficient checkout operations and queue management.
• Support stock and security controls, minimizing loss and ensuring procedures.
• Create and manage staff rotas balancing service levels with efficiency.
• Build strong customer relationships while managing transactions within credit terms.

Skills

Leadership

Customer service

Communication

Problem solving

KPI awareness

IT skills

Retail/wholesale experience

Tools

POS systems

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-focusedCustomer Service Retail Supervisorto join our busyMusgrave MarketPlace Belfastteam.

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.

You’ll bring:

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.