About the role:
As Customer Operations Manager, you will be responsible for leading and optimising the performance of our Customer Service teams. You will champion customer experience, drive data-informed decision-making, and align operations with strategic business goals. This role is pivotal in shaping how customers interact with Flogas Energy through proactive resource planning, coaching, and digital-first service delivery.
Key Responsibilities:
Team Leadership & Coaching
* Lead, inspire, and develop a team of Team Leads and Customer Agents, establishing a coaching culture that drives individual growth and team engagement.
* Set clear, measurable goals and monitor performance through 1:1s, feedback, and performance reviews.
Customer Experience (CX)
* Own the end-to-end customer journey across all touchpoints (voice, digital, email, chat).
* Champion a customer-first culture across the team, embedding empathy, and efficiency.
* Use voice of the customer (VoC) and Net Promoter Score (NPS) feedback to drive continuous improvements.
Resource Planning & Workforce Management
* Oversee end-to-end workforce planning processes including forecasting, capacity planning, scheduling, and real-time management.
* Implement data-driven models to ensure optimal staffing levels, cost control, and adherence to SLAs.
* Partner cross-functionally to prepare for seasonal trends, product launches, and promotional campaigns.
* Use workforce insights to reduce call handling time, improve adherence, and lower abandon rates through intelligent scheduling and skill-based routing.
Operational Excellence
* Oversee day-to-day operations of the contact centre, ensuring KPI and SLA targets are consistently met.
* Promote a 'first contact resolution' mindset to improve customer retention and reduce repeat contacts.
* Identify opportunities for automation and digital self-service channels (chatbots, RPA, AI).
* Work closely with the Quality Assurance team to implement and monitor quality scoring frameworks, driving consistency, compliance, and ongoing performance improvement.
* Lead effective complaint management processes, ensuring timely resolution, root cause analysis, and integration of customer feedback into service improvements.
Customer Insights & Reporting
* Analyse call trends, complaints, and service gaps to provide actionable insights to the business.
* Use dashboards and BI tools to report on performance, CX metrics, and operational risks.
* Translate insights into initiatives that reduce churn and improve service delivery.
Training & Development
* Deliver targeted training to address skill gaps and evolving business needs.
* Work with Learning & Development to ensure compliance, product knowledge, and service excellence.
* Maintain onboarding programmes for new hires to reduce ramp-up time and improve retention.
Strategic Collaboration
* Work cross-functionally with Back Office, Marketing, IT, Sales and Regulatory teams to improve customer service performance.
* Collaborate closely with the Sales team to support lead generation, campaign execution, and seamless handover of sales-related queries from service channels.
* Support strategic projects including CRM upgrades, regulatory audits, and change management.
* Contribute to transformation projects such as AI, self-service portals, and omnichannel integration.
Ideal Candidate Profile:
The ideal candidate will bring over five years of customer service experience, including at least three years in a contact centre management role. They will have a proven track record of leading, motivating, and developing high-performing teams, alongside strong analytical and problem-solving skills with the ability to interpret complex data. Proficiency with CRM/ERP systems is essential, and experience with contact centre platforms, BI dashboards, workforce management tools, and CX measurement methods such as CSAT and NPS will be a strong advantage. Familiarity with regulated industries such as energy, telecoms, or financial services is also desirable, ensuring the candidate can navigate compliance-driven environments effectively.
About Flogas:
Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.
Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. Flogas actively supports micro-generation, which involves generating electricity from renewable sources such as solar photovoltaic (PV), micro-wind, micro-hydro, and micro-renewable combined heat and power We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.
As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.
Why work with us?
Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.
Benefits:
* Competitive Salary
* Defined Pension Contribution
* Healthcare
* Staff discounts
* Hybrid work options (role dependant)
* Health and Wellbeing Supports
* Learning and Development
* Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business.
Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees