Lead Customer Experience & Retail Operations 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

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.