Job Title: Customer Care Manager
Location: Roscommon
Reporting To: Managing Director
Employment Type: Full-Time, Permanent
Salary
Salary is negotiable and dependent on experience.
Role Overview
An experienced and customer-focused Customer Care Manager is required to lead and support a dynamic customer service team while driving an exceptional customer experience.
This role is responsible for overseeing the day-to-day performance of the customer care function, ensuring that all customer interactions are handled efficiently, professionally, and to a high standard. The successful candidate will collaborate closely with internal departments, utilise CRM systems to manage customer cases effectively, and demonstrate strong organisational and communication skills.
A minimum of two years’ experience in a customer service management role is essential. Experience with Salesforce or a similar CRM system is highly desirable.
Working Hours: 9:00am – 5:30pm (Monday to Friday)
Hybrid Option: Available following successful completion of probation
Key Responsibilities
Lead and actively contribute to the Customer Care team, overseeing inbound communications and daily operations
Ensure all customer queries and complaints are resolved promptly, professionally, and to a high standard
Accurately log, manage, and track all customer interactions within the CRM system
Act as CRM system owner for Customer Care, ensuring data accuracy, reporting, and effective utilisation
Maintain and update customer records in compliance with GDPR and data governance standards
Manage customer invoicing, credit notes, and related communications accurately and efficiently
Collaborate with internal departments to resolve issues and deliver a seamless customer experience
Support team performance and contribute to achieving service targets and shared objectives
Maintain a professional and customer-focused approach in all communications
Monitor service levels and identify opportunities for continuous improvement
Ensure compliance with company policies, procedures, and relevant regulations
Undertake additional duties as required to support business needs
Skills & Competencies Required
Strong people management skills with the ability to lead, motivate, and develop a high-performing team
Proven ability to delegate effectively, set clear expectations, and drive accountability
Strategic, solutions-oriented mindset with the ability to manage competing priorities
Experience in driving continuous improvement and leading change initiatives
Excellent organisational and time management skills
Strong communication skills, both written and verbal, with a professional telephone manner
Effective stakeholder management and cross-functional collaboration skills
High level of IT proficiency, including Microsoft Office and CRM/ERP systems (Salesforce experience advantageous)
Data analysis capability is an advantage
Interest in leveraging AI for efficiency improvements
Strong administrative and attention-to-detail skills
Self-motivated, proactive, and resilient
Ability to work independently as well as part of a team
Flexible and adaptable, with willingness to support business needs when required
Benefits
Management bonus scheme
20 days annual leave, with additional leave based on length of service
Employee Assistance Programme (EAP)
Bike to Work Scheme
Supportive, collaborative working environment
Opportunity to play a key role in developing and shaping the Customer Care function
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