Head of Customer CareLocation:Dublin (office-based, with some international team oversight)Job Type:Full-time, PermanentAbout the RoleWe are delighted to be partnering with a growing and ambitious organisation to recruit an experiencedHead of Customer Care. This is a newly created, senior-level position that offers the opportunity to make a real impact by shaping the customer operations strategy and leading a multi-location team.The successful candidate will be a dynamic leader with proven experience in managing large customer service functions, driving customer satisfaction, and improving retention. This is an excellent opportunity for a motivated professional who enjoys working in a fast-paced environment and is passionate about delivering excellence.Key ResponsibilitiesLead, coach and develop a large customer service team across multiple locations.Ensure all client queries are logged, tracked and resolved within agreed timeframes.Act as the senior escalation point for major customer issues and retention challenges.Oversee day-to-day operations including scheduling, performance reviews, reporting and compliance.Deliver weekly and monthly KPI reports to senior management.Identify training and development needs, implementing tailored programmes to upskill the team.Drive process improvements to optimise service delivery and operational efficiency.Collaborate with Sales, Finance and Operations teams on cross-functional projects.Take ownership of customer retention strategies and initiatives.Manage recruitment, onboarding and performance management of the customer operations team.About You7+ years' management experience in customer service, customer operations, or a related function.Demonstrated success in leading large and/or international teams.Strong leadership and people management skills, with the ability to motivate and inspire.Excellent communication skills (verbal and written).Highly proficient IT and reporting skills.Strong organisational and problem-solving abilities, with the capacity to manage competing priorities.Customer-focused with a track record of delivering and exceeding expectations.Degree or professional qualification in a relevant field is desirable.Why Apply?Opportunity to step into a newly created senior role with real influence.Lead a growing, international team within a forward-thinking organisation.Competitive salary package and long-term career development prospects.Be part of a business committed to excellence, innovation and continuous improvement.