Telesales Team Leader in Belfast

Join Musgrave – A Legacy of Innovation, Community, and Excellence. Musgrave is one of Europe’s most successful family‑owned businesses, with a rich 150‑year legacy in food and brand innovation. We’re proud to serve communities across Ireland and Spain, feeding one in three people every day through 19 iconic brands like SuperValu, Centra, Mace, Frank, Honest and Musgrave MarketPlace.

The purpose of this role will be to effectively manage the Musgrave Telesales team within Musgrave Marketplace, who act as the first point of contact for our business‑to‑business customers and retail consumers. The team processes orders and manages a wide variety of queries daily, working within “One Musgrave” approach to effectively resolve queries and service our customers to ensure their orders are received on time, in full and to satisfaction.

Our ideal candidate:

• We are looking for someone with a passion to lead, motivate and coordinate our team of Telesales / Customer Service Representatives.
• The Team Leader will have experience in delivering an excellent customer experience and have the ability to deliver that experience through effectively engaging a team of staff.
• They will manage and delegate the daily workload and ensure the team is able to work to and achieve set targets.
• They will also be responsible for managing escalated customer issues and liaising internally with other senior members of staff to ensure we deliver on our First for Service commitment.

What will you be doing:

• Effectively manage and motivate a team to achieve sales targets and key performance indicators whilst ensuring behavioural competencies are managed.
• Develop your team through on‑the‑job observation & coaching sessions, update members on best practices and continuing expectations.
• Conduct development‑based one‑to‑one monthly sessions and feed into annual performance conversations.
• Develop and deliver training for representatives, ensuring they are equipped to up‑sell the Musgrave product range and effectively deal with all customer queries.
• Build and leverage effective relationships with key points of contact across the business; Sales, Supply Chain, Trading.
• Arrange staff scheduling and act as first point of contact for staffing issues.
• Manage the telephony solution, reporting and overall success of call routing.
• Advice on adjustments needed to staff schedules to match work volumes.
• Answer team member questions, help with team member problems and oversee team member work for quality and guideline compliance.
• Create, maintain and regularly review standard operating procedures for the team.
• HR policy management including absence and performance.
• Identify and resolve problems including key performance metrics, staff optimisation and process improvements.
• Identify and elevate required system improvements.

What we’re looking for:

• A minimum of one year people management experience with extensive Customer Care experience, or evidence of stepping up to management.
• Experience in developing, motivating and leading a high‑performing / professional team and delivering on targets.
• Broad experience of working with customers, understanding their needs and translating these into processes / improvements.
• Proficiency in MS Office & customer services software.
• Good written and communication skills.
• Good understanding of management practices & techniques.
• Good leadership & interpersonal skills.
• Experience in stakeholder management.

Nice to have:

• Call centre management experience (outbound calling / working to targets).
• Foodservice, wholesale or drinks industry experience.
• Experience with either remote working or hybrid teamwork.

Why Musgrave:

• Career Development: With a commitment to your personal and professional growth, Musgrave offers numerous opportunities for advancement and learning.
• Collaborative Environment: Work alongside a passionate team, where your contributions will make a significant impact.
• Innovation Focus: Be part of a company that values forward‑thinking solutions.
• Community Focus: Be part of a company that truly values its communities and strives to make a positive impact.
• Be Part of a Legacy: Join a company with a long‑standing commitment to community and innovation.

Ready to make an impact? Apply now and be part of a forward‑thinking company that values your expertise and vision. Musgrave operates a Work Smart hybrid working model where you can alternate your time between connecting and collaborating in the office and working remotely. 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.