Musgrave
Customer Service Retail Supervisor
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Customer Service Retail Supervisor
Customer Service Retail Supervisor – Permanent (Belfast)
About Musgrave & the Role
Join Musgrave – a landmark in European family-owned business, celebrating 150 years of innovation, community engagement, and excellence. As Northern Ireland’s leading wholesaler, we empower thousands of retail and foodservice businesses, serving one in three people daily across Ireland and Spain through iconic brands like SuperValu, Centra, Mace, Frank & Honest, and Musgrave MarketPlace.
You’ll lead our Customer Service Retail team in Belfast, playing a key role in driving outstanding customer service, operational efficiency, and growth. With over 10,000 product lines in our arsenal, we help local businesses thrive while maintaining exceptional standards in service, security, and profitability.
Key Responsibilities
Responsible for ensuring outstanding customer service and branch performance, your duties will include:
Customer & Team Leadership
- Lead checkout teams to deliver exceptional customer service, ensuring proactive and friendly engagement with every customer.
- Foster a customer-focused culture through leadership by example, embedding a right-first-time approach.
- Ensure all staff receive comprehensive training in customer service standards, SOPs, and operational procedures.
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Operational Excellence
- Uphold all performance targets, ensuring compliance with KPIs, H&S, HACCP audits, and SOPs.
- Manage queues efficiently—never exceeding 2 customers at a time.
- Monitor and address customer complaints with professionalism, documenting resolutions regularly.
- Optimise staff rotas to align with business needs and budget whilst ensuring cost-effective coverage.
Financial & Security Management
- Promote credit terms compliance while maintaining strong customer relationships.
- Proactively mitigate security risks and stock loss, enforcing robust controls.
- Continuously track and improve operational metrics in collaboration with leadership.
What We’re Looking For
Experience & Skills
Met or exceeded requirements:
- Minimum 1 year managing teams and overseeing day-to-day operations.
- Proven track record in cultivating a customer-centric culture.
- Demonstrated leadership skills—empowering teams, delegating effectively, and solving complex operational challenges.
- Exemplary communication—ability to clarify expectations, handle feedback, and resolve conflicts constructively.
- KPI-driven mindset, with a focus on continuous improvement in standards and performance.
- Strong IT literacy, including systems and dispatch platforms.
- Commercial acumen, with an understanding of efficient resource allocation to support profitability.
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What We Offer You
Become part of a family-owned legacy, where impact matters: ✅ Career Development—Invest in your long-term growth with targeted training and promotion pathways. ✅ Collaborative Workplace—Work alongside trusted colleagues who champion your contributions. ✅ Innovative Culture—Join a dynamic business consistently seeking smarter, sustainable solutions. ✅ Community Commitment—Support values-driven initiatives that create lasting change. ✅ Work Smarter, Flexibility—Our hybrid "Work Smart" model allows you to alternate between office collaboration and remote work as needed.
Equal Opportunities & Support
At Musgrave, we foster inclusive culture and encourage applications from all walks of life. If you require accessibility adjustments to ensure a fair and equal interview experience, please let us know. We’re committed to supporting you every step of the way.
Ready to shape the future of Musgrave? Apply today and help us remain Ireland’s most trusted and sustainable business.
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