# Customer Services Manager

**Company:** [Culligan Ireland](https://jobs.workable.com/companies/sykt6xiXN5FWF5eU8VTtEE.md)
**Location:** Claregalway, Ireland
**Workplace:** on site
**Employment type:** Full-time
**Department:** Culligan Water Ireland

[Apply for this job](https://jobs.workable.com/view/f8c5015d-dec7-493c-b446-e177f3633b8f)

## Description

**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