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

Work arrangement
No