Job Overview
Air Liquide Healthcare Ireland provides healthcare products and services supporting respiratory disease treatments in the patient's home.
The role is a customer service supervisor for the field-based operations team.
Location: Dublin – Unit 1 IDA College Park, Blanchardstown Road North, Dublin15, D15PEC4 (on-site).
Business Line: Healthcare.
Reports to: Customer Service Manager.
Responsibilities
Lead, coach, and motivate the customer service team to deliver excellence across phone, email, and chat.
Drive performance against key service KPIs (response times, resolution rates, customer satisfaction).
Supervise daily activities to ensure seamless support across all communication channels.
Prepare comprehensive reports on team performance and emerging customer trends for senior management.
Identify and contribute to process improvement initiatives to enhance service efficiency.
Conduct regular one-to-one meetings, performance reviews, and team briefings to drive engagement.
Support the recruitment, onboarding, and structured training of new team members.
Coach and mentor representatives to develop their skills and improve service quality.
Ensure compliance with company policies, GDPR, and relevant regulatory requirements.
Act as the senior point of contact for escalated customer queries and complex complaints, resolving issues that impact the patient experience.
Qualifications & Skills
Minimum 3years of experience motivating a team and at least 3years in customer service supervision or team leadership.
Proven ability to coach, motivate, and influence a team toward success.
Strong analytical and problem-solving skills with ability to resolve complex customer issues under pressure.
Ability to manage competing priorities in a fast-paced environment.
PC literate and comfortable working with CRM systems and modern customer service tools.
High personal integrity, maintaining professionalism and empathy at all times.
Experience in a healthcare environment is a plus but not essential.
Preferred years of experience: 3–5 years.
What's on Offer
Competitive salary commensurate with experience (DoE).
Enhanced annual leave – 25 days per year.
Private healthcare coverage and access to Employee Assistance Programme (EAP).
Enrollment in the Company Pension Scheme.
Travel Saver (TaxSaver) and Bike to Work schemes.
Career progression and continuous professional development opportunities within a global organisation.
EEO Statement
We welcome and consider applications from all qualified applicants, regardless of their background.
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