Customer Service Manager Role
We are seeking a seasoned Customer Service Manager to lead our Contact Centre team in a dynamic phase of growth across Ireland. This role will be part of our wider Operations team and report directly to the Head of Rescue Centre, with multiple direct Agent reports. The successful candidate will split their time between two offices.
This is an excellent opportunity for a professional looking to develop their career with a rewarding package.
Main Responsibilities:
* Lead and develop the Contact Centre team to deliver exceptional customer service and high Net Promoter Score (NPS) / Customer Satisfaction (CSAT) ratings.
* Drive performance by proactively managing operational Key Performance Indicators (KPIs), including real-time deployment and service levels.
* Collaborate with internal stakeholders to ensure seamless end-to-end breakdown support.
* Manage third-party suppliers to meet contractual service levels.
* Provide regular performance updates and action plans to the Head of Executive leadership team.
Key Requirements:
* Leaving Certificate level minimum (third-level qualification preferred).
* Holding an APA or CIP certification is advantageous.
* Proven experience in managing customer service operations within a contact centre environment.
* Demonstrated success in leading teams through significant organizational change.
* Ability to coordinate and deliver change initiatives in collaborative settings.
* Track record of building high-performing, customer-centric teams focused on quality outcomes and customer-first values.
Benefits:
1. Pension Scheme
2. Bonus
3. Lifecover