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Customer Service Supervisor

8 months ago

Belfast, United Kingdom Musgrave Full time

**Musgrave**

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 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.

Our Belfast marketplace team is growing, we are looking for dedicated and driven individuals to help us continue our success in winning the EIQA award (Excellence Ireland Quality Association) Belfast only. We have the following exciting opportunities available:
**Customer Service Supervisor**

The purpose of this role is to:

- To support the Customer Service Manager to ensure good employee relations through the effective implementation of HR policy in the team
- Lead colleagues 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 you get in return?**
- 20 holidays (pro rata) increasing with service plus bank holidays
- Free Staff Parking
- Onsite Canteen
- Wellbeing incentives & discounted gym membership (MyGymDiscount)
- Grocery Aid Counselling Service & Financial Wellness
- Cycle to work scheme
- Development plans
Inhouse training and career progression
- Uniform Provided
- Pension
- 10% Staff Discount in the Marketplace
- Get involved in a range of fundraising activities with our long-term charity partners

**Essential**:

- Minimum 1 years' experience as a supervisor/Key holder in the retail/wholesale industry
- Excellent customer service skills with a proven ability to create a customer focused culture
- Excellent Leadership and Supervisory skills
- Strong communication skills
- Standards and KPI focused and driven
- Good IT and system skills
- Good commercial acumen

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