Job description
Additional information Negotiable, paid monthly. At Culligan Home, we specialize in providing high-quality water treatment solutions to residential customers across Ireland. Our offering includes filtration systems, reverse osmosis units, and water softeners, helping households enjoy cleaner, safer, and better-tasting water. As the Customer Services Manager, you will play a pivotal role in leading and managing the customer service team for a growing business. You will be responsible for ensuring a high standard of service delivery, managing day-to-day operations of the customer service call center, and directly influencing customer satisfaction and retention. With a focus on a residential client base, you will help streamline processes, manage inquiries, and ensure the smooth operation of the service team to meet customer needs effectively. Core role and responsibilities: Team Leadership & Development: • 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. Customer Service Excellence: • 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. Operational Management: • Oversee the day-to-day running of the Customer Service function, ensuring service levels and performance targets are achieved. • Monitor key performance indicators (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. Customer Retention & Continuous Improvement: • 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. Reporting & Stakeholder Collaboration: • 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. Compliance & Quality 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. • 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. • Monday-Friday working pattern • Hybrid Working Model • 23 Day's Annual Leave • Company Pension Scheme • Shopping discounts with Perks at Work • 24hrs access to EAP • Volunteering Day • Employee support network and mental health assistance • Opportunity for career progression
Requirements
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