At Glenveagh, we're proud to build homes and support communities.
And we build strong teams that enable us to do that.
As one of Ireland's Best Large Workplaces in ****, and the first construction company in Ireland to be accredited with the Gold Investors in Diversity mark, we create a workplace where everyone feels supported, and able to grow their career.
We're looking for people who want to play their part in delivering homes to individuals and families, and all while availing of great benefits and the opportunity for long term career development.
We are currently looking for a Customer Care Manager to join our Head Office team in Maynooth.
Key responsibilities and duties
Managing the customer care supervisor and coordinators and providing support
Dealing with all legal and escalated issues
Liaising with OMC's, arranging inspections/snagging and arranging sign off.
Ensuring site teams close out any issues arranged
Liaising with design teams, consultants, construction teams to ensure any queries are addressed from issues identified
Managing Zendesk and ensuring reports are issued on weekly basis, ensuring the teams KPI's are being met
Managing maintenance out of hours contractors
Quarterly lessons learned meetings and presentation with various departments
Managing all residents' association, attending meetings
Dealing with all legacy issues and overdue tickets
Dealing with customers in a professional matter
Regular meetings with subcontractors and suppliers
Ensuring outstanding and legal undertakings are closed out in a prompt manner.
Reviewing customer care costs on quarterly basis
Requirements
Proven experience managing customer care teams, including supervisors and coordinators
Strong background in handling escalated customer issues
Experience liaising with OMCs and coordinating inspections, snagging, and sign-offs
Ability to work closely with design, consultancy, and construction teams to resolve technical queries
Proficiency in using Zendesk or similar customer service platforms, with experience producing performance reports and tracking KPIs
Strong contractor management skills, including overseeing out-of-hours maintenance services
Excellent presentation and communication skills, with experience leading cross-departmental meetings
Proven ability to build and maintain relationships with residents' associations or community groups
Experience managing and resolving legacy issues and backlog tickets effectively
Demonstrated professionalism and customer service excellence in dealing with clients
Strong negotiation and stakeholder management skills, including regular engagement with subcontractors and suppliers
Strong financial acumen with experience reviewing and managing customer care budgets or costs on a quarterly basis
Our Values
Collaborative:Proven ability to work effectively within a team environment
Customer Focused:Strong problem-solving skills with a customer-first mindset
Safety First: Committed to maintaining a safe and inclusive working environment
Can-Do:Proactive and solution-oriented mindset with a willingness to go the extra mile
Innovative:Open to new technologies and methodologies to enhance efficiency and effectiveness
Benefits
Competitive salary in one of Ireland's fastest growing PLCs with regular compensation reviews
Performance related bonus
Comprehensive health insurance for you and your dependents
Contributory pension scheme
Tax saver travel and bike to work
Paid volunteering days
Continuous Professional development (CPD) programme & funding
Employee Assistance Programme
Long term illness cover
Peace of mind with life assurance
Family friendly policies including flexible parental leave, fertility leave, and paid maternity and paternity leaves
Employee committees - Employee Network Groups, Sports and Social, Great Place to Work
An exciting Wellbeing Programme with events and activities running throughout the year both online and in-person
Glenveagh is an equal opportunities employer and welcomes applications from suitably qualified candidates from all sections of the community.
If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the recruitment process, please notify the Talent Acquisition team by contacting
INDHP