Customer Services Manager

Job title: Customer Services Manager

Contract Type: Full Time Permanent, subject to 6 months' probation

Location: Claregalway, Co. Galway

Salary: 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.

Requirements

- 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.

Benefits

- 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