An exciting position for a Customer Service Manager to join a company involved in a phase of growth across Ireland. This role will form part of a wider, dynamic Operations team and will report to the Head of Rescue Centre, with a number of direct Agent reports. Hybrid role split between two offices. An excellent package and a rewarding career awaits the right candidate. Don't hesitate, apply today ROLE & RESPONSIBILITIES Lead and develop the Contact Centre team to deliver outstanding customer service and high NPS/CSAT scores. Drive performance through proactive management of operational KPIs, including real-time deployment and service levels. Collaborate with internal stakeholders (e.g. Patrol Ops Managers, Field Force) to ensure seamless end-to-end breakdown support. Manage third-party suppliers, such as garage networks, to meet contractual service levels. Provide performance updates and related action plans to the Head of an Executive leadership team. Responsible for ensuring the effectiveness of methods and strategies & IT systems to systematically monitor performance, Oversee complaints and customer feedback processes to drive continuous improvement and corrective actions. Uphold ISO Quality Management System standards and ensure audit compliance. Maintain strong B2B service relationships and ensure delivery meets client expectations. Convert strategic plans into operational actions, including oversight of IT and digital transformation initiatives. Lead or contribute to department-wide projects, tenders, and change programs. Champion employee engagement through effective communication and team-building initiatives. IDEAL CANDIDATE Leaving Certificate level minimum (3rd level preferred). Holding an APA or CIP qualification advantageous Proven experience in managing customer service operations within a contact centre environment. Demonstrated success in leading teams through significant organizational change Ability in coordination and delivery of change initiatives in collaborative settings. Track record of building high-performing, customer-centric teams focused on quality outcomes and customer-first values. Skilled in project management, process design, and process improvement. Adept at handling objections and identifying opportunities to enhance service delivery. Highly motivated and able to inspire teams to reach their full potential. Advanced proficiency in Microsoft Office applications, particularly Excel and PowerPoint. INDWHC