Communications Team Lead

Alexandra Dental; Limerick; On-site; EUR 60,000 - 90,000; Full time

Job summary

Alexandra Dental is seeking an experienced Communications Team Manager to lead our patient communications across all clinics in Limerick. The role focuses on delivering a seamless omnichannel strategy, improving patient experience, and driving operational efficiencies.

You will oversee a dedicated team, ensuring prompt and professional handling of all patient enquiries via phone, email, SMS and other channels, while aligning with clinic managers to maintain consistent service quality.

Qualifications

• Experience in managing a customer service, contact centre or communications team.
• Proven leadership and people-management skills.
• Excellent organisational and communication skills.
• Commercially minded with a focus on performance and efficiency.
• Comfortable using technology, reporting tools and performance dashboards.
• Proactive and solutions-focused, capable of improving processes.
• Experience in healthcare or dental services is advantageous.

Responsibilities

• Lead, manage and motivate the existing communications team.
• Ensure patient enquiries are handled efficiently across phone, email, SMS and other channels.
• Monitor team performance against KPIs: call answers, response times, missed calls, bookings.
• Identify opportunities to improve patient communication processes and systems.
• Develop strategies to reduce missed calls and maximise appointments.
• Maintain a high standard of patient service across clinics.
• Collaborate with clinic managers to ensure seamless central-to-practice communication.
• Oversee staffing, schedules, training and performance.

Skills

Leadership

People management

Customer service

Reporting tools

KPI monitoring

Tools

Dashboards

Job description

Alexandra Dental Group is an Irish dental group with a nationwide network of clinics committed to delivering high-quality patient care.

We are seeking an experienced and motivated Communications Team Manager to join our team on a full-time basis in our Limerick office.

About the Role

The Communications Team Manager will oversee our existing patient communications team and manage our omnichannel communications strategy, ensuring patients can contact our clinics quickly, easily and efficiently.

The successful candidate will play a key role in improving the patient experience, driving operational efficiencies and ensuring that every patient enquiry is handled professionally and promptly.

Key Responsibilities

• Lead, manage and motivate the existing communications team.
• Ensure all patient enquiries are handled efficiently across phone, email, SMS and other communication channels.
• Monitor team performance against key KPIs, including call answer rates, response times, missed calls and appointment conversion rates.
• Identify opportunities to improve patient communication processes and systems.
• Develop strategies to reduce missed calls, improve response times and maximise appointment bookings.
• Ensure a consistently high standard of patient service across all clinics.
• Work closely with clinic managers to ensure seamless communication between the central team and individual practices.
• Manage staffing levels, team schedules, training and performance.

About You

• Previous experience managing a customer service, contact centre or communications team.
• Strong leadership and people management skills.
• Excellent organisational and communication skills.
• Commercially minded, with a focus on performance, efficiency and results.
• Comfortable using technology, reporting tools and performance dashboards.
• Proactive, solutions-focused and capable of improving existing processes.
• Experience in healthcare or dental services would be advantageous but is not essential.

What We Offer

• The opportunity to join an established Irish healthcare group.
• A key management role with the ability to make a real impact.
• A supportive and ambitious working environment.
• Opportunities for career development within the group.