Customer Care Supervisor

Glenveagh; Maynooth; Hybrid; EUR 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Pension scheme

Hybrid working

Volunteering days

CPD funding

Employee Assistance Programme

Job summary

Glenveagh is seeking a Customer Care Supervisor to support the Customer Care Manager and lead a team of Customer Care Coordinators in Ireland. You will ensure exceptional service delivery, resolve escalated issues and maintain high levels of customer satisfaction across all projects.

In this role you will mentor the team, act as escalation point for complex concerns, meet customers face-to-face or by phone/email, and coordinate with site teams to track defects and drive timely repairs while

Qualifications

• Significant experience in a busy Customer Care Team Lead/Supervisor position.
• Experience within the construction industry is a strong advantage.
• Excellent communication skills including in personal interaction, phone, and email.

Responsibilities

• Support and mentor a team of customer care coordinators, foster a collaborative work environment that encourages accountability and high performance.
• Serve as an escalation point for challenging/complex customer concerns, ensuring issues are addressed promptly and to the highest standard.
• Meet and communicate with customers face-to-face, via phone and email, ensuring professional and timely communication throughout the resolution process.
• Ensure all legal issues are reviewed and discussed with the Senior Customer Care Manager.
• Provide customers with thorough walkthroughs of their new homes, explaining systems and features to ensure understanding.
• Maintain accurate records of customer interactions and service requests in the ticket system.
• Collaborate with internal and site teams to track issues and coordinate repairs within timelines.
• Monitor SLAs and implement processes to meet or exceed service standards.

Skills

Team leadership

Customer service

MS Office

Zendesk

Communication skills

Tools

Zendesk

MS Office

Job description

At Glenveagh, we're proud to build homes and support communities.

And we build strong teams that enable us to do that.

As the first construction company in Ireland's to be accredited with the Gold Investors in Diversity mark, we create a workplace where everyone feels supported, and able to grow their career. We're looking for people who want to play their part in delivering homes to individuals and families, and all while availing of great benefits and the opportunity for long term career development.

The Customer Care Supervisor supports the Customer Care Manager while overseeing the Customer Care Coordinators. They ensure exceptional service delivery, resolve escalated issues and maintain high levels of customer satisfaction.

Key Responsibilities & Duties:

• Support and mentor a team of customer care coordinators, foster a collaborative work environment that encourages both accountability and high performance
• Serve as an escalation point for challenging/complex customer concerns, ensuring that issues are addressed promptly and to the highest standard
• Meet and communicate with customers face-to-face, via phone and email. Ensure professional and timely communication throughout the resolution process
• Ensure all legal issues are reviewed and discussed with the Senior Customer Care Manager
• Provide customers with thorough walkthroughs of their new homes, offering detailed explanations and demonstrations of systems and features to ensure they understand how everything works
• Maintain accurate and detailed records of customer interactions, service requests and resolution outcomes within our ticket management system
• Communicate and collaborate with both internal and site teams to track issues/defects and to facilitate repairs and follow-up services within agreed timelines
• Ensure adherence to Service Level Agreements (SLAs) by monitoring team performance metrics and implementing processes to meet/exceed established service standards
• Monitor weekly progress reports and highlight areas of underperformance regarding contractors and suppliers

• Significant experience in a busy Customer Care Team Lead/Supervisor position
• Experience within the construction industry is a strong advantage
• Strong IT skills including MS Office. Experience using Zendesk would also be an advantage for this role
• Excellent communication skills including in personal interaction, phone, and email.

Company Values

• Collaborative:Proven ability to work effectively within a team environment
• Customer Focused:Strong problem-solving skills with a customer-first mindset
• Safety First:Committed to maintaining a safe and inclusive working environment
• Can-Do:Proactive and solution-oriented mindset with a willingness to go the extra mile
• Innovative:Open to new technologies and methodologies to enhance efficiency and effectiveness

• Competitive salary in one of Ireland's fastest growing PLCs with regular compensation reviews
• Performance related bonus
• Comprehensive health insurance for you and your dependents
• Contributory pension scheme
• Tax saver travel and bike to work
• Paid volunteering days
• Continuous Professional development (CPD) programme & funding
• Employee Assistance Programme
• Long term illness cover
• Peace of mind with life assurance
• Family friendly policies including flexible parental leave, fertility leave, and paid maternity and paternity leaves
• Employee committees - Employee Network Groups, Sports and Social, Great Place to Work
• An exciting Wellbeing Programme with events and activities running throughout the year both online and in-person
• Flexible working
• Hybrid working

Glenveagh is an equal opportunities employer and welcomes applications from suitably qualified candidates from all sections of the community. If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the recruitment process, please notify the Talent Acquisition team by contacting [e-mail].

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