An exciting position for a Customer Service Manager to join a company involved in a phase of growth across Ireland. 
This role will form part of a wider, dynamic Operations team and will report to the Head of Rescue Centre, with a number of direct Agent reports. Hybrid role split between two offices. An excellent package and a regarding career awaits the right candidate. Don’t hesitate, apply today!

ROLE & RESPONSIBILITIES 

• Lead and develop the Contact Centre team to deliver outstanding customer service and high NPS/CSAT scores.
• Drive performance through proactive management of operational KPIs, including real-time deployment and service levels.
• Collaborate with internal stakeholders (e.g. Patrol Ops Managers, Field Force) to ensure seamless end-to-end breakdown support.
• Manage third-party suppliers, such as garage networks, to meet contractual service levels.
• Provide performance updates and related action plans to the Head of an Executive leadership team. 
• Responsible for ensuring the effectiveness of methods and strategies & IT systems to systematically monitor performance, 
• Oversee complaints and customer feedback processes to drive continuous improvement and corrective actions.
• Uphold ISO Quality Management System standards and ensure audit compliance.
• Maintain strong B2B service relationships and ensure delivery meets client expectations.
• Convert strategic plans into operational actions, including oversight of IT and digital transformation initiatives.
• Lead or contribute to department-wide projects, tenders, and change programs.
• Champion employee engagement through effective communication and team-building initiatives.

IDEAL CANDIDATE 

• Leaving Certificate level minimum (3rd level preferred).
• Holding an APA or CIP qualification advantageous 
• Proven experience in managing customer service operations within a contact centre environment.
• Demonstrated success in leading teams through significant organizational change
• Ability in coordination and delivery of change initiatives in collaborative settings.
• Track record of building high-performing, customer-centric teams focused on quality outcomes and customer-first values.
• Skilled in project management, process design, and process improvement.
• Adept at handling objections and identifying opportunities to enhance service delivery.
• Highly motivated and able to inspire teams to reach their full potential.
• Advanced proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

INDWHC