About Musgrave
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 support thousands of retail and foodservice family businesses who live and work in the heart of the communities they serve.
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.
Assistant Team Leader - Customer Services
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 (Central Distribution Centre) to achieve the same level of service excellence.
Key Responsibilities:
* Carry out the daily duties associated with the Customer Service Co-Ordinator role.
* Efficiently manage the daily workload across the team, continuously reviewing processes to identify opportunities for improvement.
* Oversee all service tickets created by the team on Service Now and liaise with the relevant departments to resolve within the agreed Service Level Agreement (SL).
* Effectively manage and support the team to achieve telephony service levels and key performance indicators.
* Provide coaching and deliver training for the team with the support of your Team Leader.
* Build and leverage effective relationships with key points of contact across the business.
* Arrange staff scheduling and act as first point of contact for staffing issues.
* Implement the company sick leave policy and all other staff policies.
* Act as first escalation point for any unresolved issues logged through the team.
Requirements:
* 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.
* Desirable: People management experience, An understanding of Service Now and how it is used to manage service issues across the business.
* Educated to Third Level.
About Us
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. Occasional business travel to other locations will also be required.