Customer Services Manager — Hybrid, Growth & Leadership

Culligan Water Ireland; Claregalway; Hybrid; EUR 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Mon-Fri pattern

Hybrid working

23 days annual leave

Company pension

Perks at Work discounts

EAP access

Volunteering day

Employee support network

Career progression

Zusammenfassung

Culligan Home is seeking a Customer Services Manager in Claregalway, Co. Galway. The role leads a customer service team, oversees day-to-day operations, and drives service excellence for residential clients with a focus on ensuring high satisfaction and retention.

The position offers a full-time permanent contract with a 6-month probation. Hybrid working is available, with negotiable salary paid monthly. Robust leadership and communication skills are essential for success in this role.

Qualifikationen

• Proven experience in a customer service leadership role, preferably in a residential-focused business with a technical or product-based offering.
• Strong leadership skills with the ability to motivate, develop, and manage a small team effectively.
• Excellent communication skills, both verbal and written, with the ability to build rapport with customers and manage difficult situations calmly and professionally.
• Customer-focused mindset with a passion for delivering exceptional service and a strong understanding of customer satisfaction drivers.
• Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines in a fast-paced environment.
• Problem-solving skills and the ability to think critically and make decisions based on customer needs and company goals.
• Analytical skills with the ability to analyze data and use it to improve team performance and customer satisfaction.
• Sales acumen to identify opportunities for cross-selling and upselling products/services.

Aufgaben

• Lead, motivate and develop a team of customer service professionals, fostering a positive and high-performing culture.
• Provide coaching, performance management and ongoing development to support individual and team success.
• Support recruitment, onboarding and training initiatives to build team capability.
• Ensure all customer enquiries, complaints and escalations are managed professionally and resolved within agreed timeframes.
• Drive a customer-first approach that delivers an exceptional experience across all customer touchpoints.
• Identify opportunities to improve customer satisfaction and service quality.
• Oversee the day-to-day running of the Customer Service function, ensuring service levels and performance targets are achieved.
• Monitor KPIs, customer feedback and operational metrics to identify trends and improvement opportunities.
• Implement and maintain efficient processes that support business growth and enhance the customer experience.
• Develop initiatives that strengthen customer loyalty and retention.
• Work closely with internal stakeholders to improve customer journeys and resolve recurring issues.
• Support business growth by identifying opportunities to enhance service offerings and customer engagement.
• Prepare and present regular reports on team performance, customer feedback and service trends.
• Collaborate with Sales, Operations and Finance teams to ensure a seamless customer experience.
• Build effective relationships with third-party service providers and monitor performance against agreed standards.
• Ensure compliance with company policies, procedures and industry regulations.
• Promote a culture of professionalism, accountability and continuous improvement within the team.
• Maintain high standards of customer service delivery and quality across all activities.

Jobbeschreibung

Culligan Home is seeking a Customer Services Manager in Claregalway, Co. Galway. The role leads a customer service team, oversees day-to-day operations, and drives service excellence for residential clients with a focus on ensuring high satisfaction and retention.

The position offers a full-time permanent contract with a 6-month probation. Hybrid working is available, with negotiable salary paid monthly. Robust leadership and communication skills are essential for success in this role.