Overview
Customer Service Manager – Hygiene Jobs in County Roscommon, Ireland at NexVentur
Title: Customer Service Manager – Hygiene
Company: NexVentur
Location: County Roscommon, Ireland
Customer Care Manager
Location: Roscommon
Reports to: Managing Director
Employment Type: Full-Time, Permanent
Salary: €50,000 (flexible depending on experience)
Role Overview
We are seeking an experienced, driven, and customer-focused Customer Care Manager to lead and develop our customer service function. This role is responsible for managing a small team, driving performance, and continuously improving customer care processes to deliver an outstanding customer experience.
The successful candidate will bring strong leadership capability, with a proven ability to motivate a team, delegate effectively, and embed a KPI-driven culture. They will also work cross-functionally with departments such as Logistics and Production to ensure a seamless end-to-end customer journey.
Team Structure
- Direct management of a team of 3 Customer Care team members
- Close collaboration with Logistics, Production, and other internal departments
Key Responsibilities
- Lead, manage and develop the Customer Care team, ensuring high engagement and performance
- Delegate tasks effectively and establish clear ownership and accountability across the team
- Set, monitor and drive team KPIs, ensuring targets are consistently achieved
- Motivate and inspire the team to deliver excellent customer service and continuously improve performance
- Oversee day-to-day customer service operations including calls, queries, complaints, and case management
- Ensure all customer interactions are handled professionally, efficiently, and to a high standard
- Work closely with Logistics and Production teams to resolve issues and improve service delivery
- Identify opportunities to improve processes, systems, and ways of working, moving beyond “as-is” practices
- Lead and implement continuous improvement initiatives within the customer care function
- Ensure accurate use and management of CRM systems and customer data
- Monitor service levels and produce reports to support business decision-making
- Ensure compliance with GDPR, company policies, and relevant procedures
Skills & Experience
- Proven experience in a people management role within customer service
- Strong leadership skills with the ability to coach, develop, and motivate a team
- Demonstrated ability to delegate effectively and manage team performance
- Experience in driving KPIs and creating a performance-focused culture
- A proactive mindset with a strong focus on continuous improvement and innovation
- Ability to challenge existing processes and implement more efficient ways of working
- Excellent communication and interpersonal skills
- Strong organisational and problem-solving abilities
- Experience working cross-functionally with different departments
- Proficiency in CRM systems (e.g. Salesforce) and Microsoft Office
- High attention to detail and strong administrative capability
Personal Attributes
- Self-motivated and results-driven
- Positive, energetic, and able to inspire others
- Resilient and adaptable in a fast-paced environment
- Commercially aware with a customer-first mindset
Working Hours
Monday to Friday, 9:00am – 5:30pm
(Hybrid working may be available after probation)
Salary & Benefits
- Salary: Approximately €50,000 (flexible depending on experience)
- Bonus: Management bonus scheme in place
- 20 days annual leave (with additional service-related increments)
- Employee Assistance Programme (EAP)
- Bike to Work Scheme
- Supportive and collaborative working environment
