Customer Service Manager - Galway

EZ Living Furniture

Galway

On-site

EUR 60,000 - 90,000

Full time

14 days+

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Benefits offered by this job

23 days holiday

Staff discounts

Pension scheme

Bonus scheme

Educational support

Health care discount

Flu vaccination

Wellbeing program

Job summary

EZ Living Furniture in Galway, Ireland, is seeking an experienced Customer Service Manager to lead the Customer Service team and drive excellence across all customer interactions. You will manage a team of Customer Service Representatives and provide analytics on issues, complaints, and service failures that affect the business.

The role requires strong leadership, problem-solving, and a customer-focused mindset, with collaboration across Retail Stores, Distribution, E-commerce, and Operations

Qualifications

3-5 years in a Customer Service leadership role.
Experience producing management reports and presenting findings.
Strong analytical and reporting skills with experience interpreting customer data.
Excellent communication and interpersonal skills.
Customer-focused mindset with a passion for service excellence.

Responsibilities

Lead, coach, motivate, and develop a team of Customer Service Representatives.
Oversee the resolution of customer queries, complaints, and escalations.
Monitor compliance with company policies and consumer regulations.
Act as an escalation point for complex customer issues.
Analyse customer contacts, complaints, returns, delivery issues, and service failures.
Identify key trends, root causes, and recurring issues impacting customers.
Produce regular management reports and KPI dashboards.
Present findings and recommendations to senior management.
Use customer feedback and operational data to influence business decisions.
Partner with internal stakeholders to reduce customer pain points.
Drive corrective actions arising from customer feedback and trend analysis.
Support process improvement initiatives across customer service and operational functions.
Monitor service performance and customer satisfaction metrics.
Drive initiatives that enhance the overall customer experience.

Skills

Customer Service Leadership

Team Development

Analytical & Reporting

Excel

CRM Systems

Communication & Interpersonal skills

Problem-solving

Tools

CRM systems

Microsoft Excel

Reporting tools

Job description

About EZ Living Furniture

EZ Living Furniture is one of Ireland's leading furniture retailers, dedicated to helping customers create beautiful homes through quality furniture, exceptional service, and a seamless shopping experience. We are the largest independent Furniture Retailer in Ireland employing over 370 people.

We are committed to delivering outstanding customer satisfaction at every stage of the customer journey, from purchase through to delivery and aftercare.

Role Overview

We are seeking an experienced and customer-focused Customer Service Manager to lead our Customer Service team and drive excellence across all customer interactions. This role will be responsible for managing a team of Customer Service Representatives while also providing data-driven insights and analytics on customer issues, complaints, and service failures that impact the wider business.

The successful candidate will play a key role in improving customer satisfaction, identifying root causes of recurring issues, and partnering with departments including Retail Stores, Distribution, Logistics, E-commerce, Buying, and Operations to implement continuous improvement initiatives.

Key Responsibilities

Lead, coach, motivate, and develop a team of Customer Service Representatives.
Oversee the resolution of customer queries, complaints, and escalations.
Monitor compliance with company policies and consumer regulations.
Act as an escalation point for complex customer issues.
Analyse customer contacts, complaints, returns, delivery issues, and service failures.
Identify key trends, root causes, and recurring issues impacting customers.
Produce regular management reports and KPI dashboards.
Present findings and recommendations to senior management.
Use customer feedback and operational data to influence business decisions.
Partner with internal stakeholders to reduce customer pain points.
Drive corrective actions arising from customer feedback and trend analysis.
Support process improvement initiatives across customer service and operational functions.
Monitor service performance and customer satisfaction metrics.
Drive initiatives that enhance the overall customer experience.

Skills And Experience

Minimum 3-5 years' experience in a Customer Service leadership role.
Proven experience managing and developing customer service teams.
Strong analytical and reporting skills with experience interpreting customer data.
Experience producing management reports and presenting findings.
Excellent communication and interpersonal skills.
Strong problem-solving and decision-making abilities.
Customer-focused mindset with a passion for service excellence.
Proficiency in Microsoft Excel and reporting tools.
Experience using CRM and customer service management platforms.

WHY JOIN US: Look us up on Glassdoor- rated 4.6/5

Benefits