Customer Service Manager

Role: Customer Service Manager

Industry: Facilities / Maintenance / Property

Location: Dublin 15

Role Requirements:

• The Customer Service Manager will lead, manage and support the customer service team to ensure exceptional service is delivered.
• Develop relationships with new and existing customers
• Monitor and analyse customer service metrics (e.g., response time, resolution etc).
• Bring efficiencies to the team
• Develop and implement service procedures, policies, and standards.
• Handle complex customer queries and complaints, ensuring swift resolution.
• Recruit, train, and develop customer service Admin and Account managers.
• Conduct regular performance reviews and provide coaching and feedback.
• Collaborate with other departments to streamline processes and improve efficiencies.
• Maintain accurate records of customer interactions and manage reporting tools/CRM systems.
• Financial analysis of the performance of field staff and how to present and understand how this impacts the P&L.
• Identify trends and insights to inform improvements in services.
• Ensure compliance with legal, regulatory, and company standards.

Candidate Requirements:

• Commercially savvy with a track record in implementing systems & processes to improve business efficiency.
• Be very focused on delivering for the customer.
• A good team player and leader of people.
• An excellent planner and communicator with the ability to present detailed information in a clear and accurate format
• Experienced for at least 5 years in an office environment with a track record in people and operations management.
• Facilities Management or other building / property knowledge is essential.

EXET22