About Us
At Wexford Bus, we are passionate about keeping our communities connected. As a leading bus operator, we pride ourselves on delivering safe, reliable, and customer-focused transport services. We are seeking a Customer Assurance Manager to join our Senior Management Team and ensure the highest standards of service for our passengers.
The Role
As part of the Senior Management Team, the Customer Assurance Manager will enhance the passenger experience, manage feedback, oversee incidents, ensure compliance, and lead operational teams. You will work closely with drivers, operational teams, and management to maintain service quality, safety, and customer satisfaction.
Key Responsibilities
* Lead the Customer Assurance function, including management, training, and performance of Inspectors.
* Monitor and evaluate team activities to ensure consistent service quality.
* Investigate and resolve customer complaints and escalations, liaising with internal and external stakeholders, including An Garda Síochána.
* Review incidents involving staff, passengers, or operations using CCTV and other evidence to support investigations.
* Ensure compliance with company policies, transport regulations, and industry standards.
* Act as the company's GDPR lead, managing customer data and feedback securely.
* Maintain accurate records of complaints, incidents, and performance reports.
* Monitor service quality via inspections, audits, and passenger feedback, identifying areas for improvement.
* Collaborate with operations, planning, and training teams to enhance reliability and customer satisfaction.
* Prepare reports for senior management on trends, team performance, compliance, and incidents.
* Lead initiatives to improve communication between staff, inspectors, and passengers.
Essential Skills & Experience
* Proven experience in customer service management, ideally in transport, logistics, or related sectors.
* Experience managing multiple teams, with the ability to coach, develop, and motivate staff.
* Experience in incident investigation, including reviewing CCTV or operational evidence.
* Strong knowledge of compliance frameworks and policy enforcement.
* Working knowledge of GDPR and secure handling of customer data.
* Excellent communication and interpersonal skills.
* Ability to manage complaints effectively and drive continuous improvement initiatives.
Personal Attributes
* Natural leader capable of inspiring and managing multiple teams.
* Highly organised, detail-oriented, and compliance-focused.
* Calm under pressure, with strong decision-making skills.
Job Types: Full-time, Permanent
Pay: Up to €50,000.00 per year
Benefits:
* Bike to work scheme
* Company pension
* Employee assistance program
* On-site parking
* Sick pay
Experience:
* customer experience management: 3 years (required)
Work Location: In person