Head of School Transport Customer Experience

Bus Eireann; Leinster; On-site; EUR 65,000 - 85,000; Full time

Benefits offered by this job

Permanent contract

25 days annual leave (28 after 5 years

Pension Scheme

Welfare Scheme

Employee Assistance Programme

Subsidised canteen

Job summary

Bus Éireann is seeking a Customer Care Manager for School Transport to lead customer service delivery and communications across the scheme. The role focuses on ensuring a consistent, customer-focused experience and data-driven improvements across channels.

The postholder will partner with local offices, the Call Centre and stakeholders to develop standards, monitor performance, and respond to escalations with clear, timely information.

Qualifications

• Third-level qualification in Business, Customer Service, Communications, Marketing, Public Administration or a related discipline. A relevant postgraduate qualification would be advantageous.
• Strong knowledge of customer experience and service management principles, with ability to translate insight into effective standards and solutions.
• Significant experience leading customer service operations, contact centres or high-volume environments, with proven performance management.

Responsibilities

• Lead the customer service strategy and delivery model for School Transport across channels.
• Manage call centre performance, establish standards, measures and QA processes.
• Drive continuous improvement using customer insight and performance data.
• Develop and implement customer communications strategies for clear, timely information.
• Oversee digital content across website and social media, monitor sentiment and respond to issues.
• Coordinate escalation handling and ensure timely resolutions informed by data.

Skills

Customer experience

Stakeholder management

Leadership

Call centre management

Communication

Education

Bachelor's degree in Business, Customer Service, Communications, Marketing, Public Administration or related

Tools

Microsoft Office

CRM systems

Job description

Bus Éireann is seeking a Customer Care Manager for School Transport to lead customer service delivery and communications across the scheme. The role focuses on ensuring a consistent, customer-focused experience and data-driven improvements across channels.

The postholder will partner with local offices, the Call Centre and stakeholders to develop standards, monitor performance, and respond to escalations with clear, timely information.