Customer Service Manager
Location: Roscommon (Hybrid option available after probation)
Job Type: Full-Time | Permanent
About the Employer
Our client is a well-established and growing organisation operating across Ireland, providing essential service solutions to a broad customer base.
The company is known for its strong customer focus, collaborative culture, and commitment to continuous improvement.
About the Role
We are seeking an experienced Customer Care Manager to lead a busy customer service function and drive an excellent customer experience.
This role will oversee day-to-day customer care operations, support team performance, and work closely with internal departments to ensure high service standards.
Responsibilities
Lead, motivate, and support the Customer Care team to deliver a high standard of customer service and achieve team performance targets.
Manage daily customer service operations, including handling escalated customer queries and complaints in a professional and timely manner.
Oversee the effective use of CRM systems, ensuring customer cases, records, and reporting are accurately maintained.
Work closely with internal departments to resolve customer issues, improve communication, and enhance the overall customer journey.
Monitor service levels, identify areas for improvement, and implement processes to increase efficiency and customer satisfaction.
Manage customer invoicing, credit notes, and related administration with a strong attention to detail and accuracy.
Ensure all customer interactions are handled in line with company standards, GDPR requirements, and internal procedures.
Provide coaching, guidance, and ongoing development support to team members to encourage engagement and continuous improvement.
What You Need
Minimum 2 years' experience in a customer service management role.
Strong leadership, communication, and stakeholder management skills.
Experience using CRM systems such as Salesforce, with strong organisational and problem-solving abilities.
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