Role: Customer Care Manager

Location: Kilkenny

Salary: Negotiable DOE

Our client has grown rapidly into one of Ireland's most highly regarded civil engineering providers specialising in water conservation and public realm projects, with a diverse team from a range of backgrounds, skillsets and education levels. We provide a safe and healthy workplace in a fast-paced, dynamic industry.

Currently recruiting a Customer Care Manager to oversee and lead our customer care team. This full-time, office-based position offers an excellent opportunity for a proactive individual dedicated to driving high standards of customer satisfaction and continuous improvement within the team. You will be the key liaison with senior management and other departments, ensuring effective communication and collaboration.

Responsibilities:

1. Team Management:

Lead and oversee a team of customer service representatives, providing guidance, support, and training as needed.

Foster a positive and motivating work environment, promoting teamwork and individual growth.

Set clear performance goals and regularly evaluate team members' performance, providing constructive feedback and recognition.

Ensure effective staffing, scheduling, and resource allocation to meet customer service objectives.

2. Customer Relationship Management:

Build and maintain strong relationships with customers and stakeholders, addressing their inquiries, concerns, and feedback in a timely and professional manner.

Develop strategies in line with contractual obligations to enhance customer satisfaction, timely resolutions and retention.

Monitor customer interactions and ensure high-quality service delivery, adhering to company standards and policies.

Collaborate with cross-functional teams, including engineers and the operations team, to fulfill customer requirements and ensure seamless service delivery.

Managing the customer care requirements to ensure customer first culture is delivered across the group

3. Process Improvement:

Continuously evaluate customer service processes and identify opportunities for improvement.

Implement strategies to streamline operations, enhance efficiency, and optimize customer experience.

Monitor key performance indicators (KPIs) to assess the team's performance and identify areas for improvement.

Develop and implement training programs to enhance the team's skills and knowledge.

4. Communication and Reporting:

Serve as a point of contact between customers, engineers, and the operations team, facilitating effective communication and information sharing.

Prepare regular reports and presentations on customer service performance, highlighting key metrics, trends, and areas of focus.

Collaborate with senior management to provide strategic insights and recommendations to improve customer service operations.

Requirements:

• Proven experience in a similar customer service management role, preferably within the civil industry or related field.
• Strong leadership and team management skills, with the ability to motivate and inspire team members.
• Highly motivated adaptable individual, working to the highest professional standards and with proven ability to deliver results within an agile team.
• Excellent interpersonal and communication skills, both verbal and written.
• Sound problem-solving and decision-making abilities, with a customer-focused mindset.
• Ability to collaborate effectively with cross-functional teams and stakeholders.
• Proficiency in customer service software and tools.
• A degree or equivalent qualification in a relevant field is desirable.

MC