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For Companies At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service and drive performance.
- Company: Join a growing company making waves across Ireland in the customer service sector.
- Benefits: Enjoy a hybrid work model, excellent package, and opportunities for career growth.
- Why this job: Be part of a vibrant team culture focused on quality outcomes and customer satisfaction.
- Qualifications: Minimum Leaving Certificate; experience in contact centre management preferred.
- Other info: Opportunity to influence change and engage in exciting projects.
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 rewarding career awaits the right candidate.
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.
Customer Service Manager employer: Primtac Personnel LTD
Contact Detail:
Primtac Personnel LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service management, especially in contact centre environments. This knowledge will help you demonstrate your understanding of the industry during interviews and discussions.
✨Tip Number 2
Network with professionals in the field by attending industry events or joining relevant online forums. Building connections can provide insights into the company culture and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams through change. Highlighting your experience in managing operational KPIs and improving customer satisfaction will set you apart from other candidates.
✨Tip Number 4
Research StudySmarter's values and mission to align your responses during interviews. Showing that you resonate with our goals will demonstrate your commitment and enthusiasm for the role.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly within a contact centre environment. Emphasise your leadership skills and any achievements related to improving customer satisfaction scores.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to lead teams. Mention specific examples of how you've driven performance and managed change initiatives in previous roles.
Highlight Relevant Qualifications: If you hold an APA or CIP qualification, be sure to mention it prominently in your application. Also, include any other relevant certifications or training that demonstrate your commitment to professional development in customer service.
Showcase Your Soft Skills: In your application, highlight soft skills such as communication, team-building, and problem-solving. These are crucial for the role and will help you stand out as a candidate who can inspire and engage a team.
How to prepare for a job interview at Primtac Personnel LTD
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past, especially during times of change.
✨Demonstrate Your Customer-Centric Approach
Highlight your experience in building high-performing, customer-focused teams. Share specific instances where you improved customer satisfaction scores or resolved complex customer issues effectively.
✨Prepare for Operational KPI Discussions
Familiarise yourself with key performance indicators relevant to customer service operations. Be ready to discuss how you've driven performance through proactive management of KPIs in previous roles.
✨Emphasise Collaboration Skills
This role requires collaboration with various internal stakeholders. Prepare examples that demonstrate your ability to work effectively with different teams, such as Patrol Ops Managers and third-party suppliers.
