Musgrave is one of Europe's most successful family-owned businesses with a 140-year heritage in food and brand innovation, supporting communities across the island of Ireland and Spain.
We feed one in three people in Ireland through 11 market leading food and beverage brands that include Super Valu, Centra, Frank and Honest and Musgrave Market Place.
About Us
We support thousands of retail and foodservice family businesses who live and work in the heart of the communities they serve.
We are committed to becoming the most trusted and sustainable business in Ireland and we are making changes across the company to make sure that happens.
We want to make a positive impact on the world and we will support our suppliers and customers to make a difference too.
Our People
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.
Job Description
We have an opportunity for a Assistant Team Leader to join our Customer Services team.
The ideal candidate will be passionate about delivering excellent customer experiences and committed to motivating the CS team at our Blanchardstown CDC to achieve the same level of service excellence.
Key Responsibilities:
1. Carry out the daily duties associated with the Customer Service Co-Ordinator role.
2. Efficiently manage the daily workload across the team, continuously reviewing processes to identify opportunities for improvement.
3. Oversee all service tickets created by the team on Service Now and liaise with the relevant departments to resolve within the agreed SLA.
4. Effectively manage and support the team to achieve telephony service levels and key performance indicators.
5. Provide coaching and deliver training for the team with the support of your Team Leader.
6. Build and leverage effective relationships with key points of contact across the business.
7. Arrange staff scheduling and act as first point of contact for staffing issues.
8. Implement the company sick leave policy and all other staff policies.
9. Act as first escalation point for any unresolved issues logged through the team.
Requirements
We are looking for someone with:
* A minimum of one year's people management experience and / or a demonstrated willingness to take on additional responsibility and deliver results.
* Extensive Customer Care experience.
* Broad experience of working with customers, understanding their needs and translating these into processes / improvements.
* Experience and knowledge of the Musgrave Marketplace Food Service and Retail business.
We encourage applications from diverse candidates and offer a Work Smart hybrid working model where you can alternate your time between connecting and collaborating in the business and working remotely.