Customer Service Manager

About the role

We are looking for a Customer Service Manager to lead our Customer Service Centre (CSC) across Ireland and the UK. You will be responsible for delivering excellent customer experiences across all channels while driving operational efficiency and team performance.

Key responsibilities

• Lead the CSC to ensure high‑quality service and customer satisfaction.
• Oversee daily planning, KPI monitoring, reporting and continuous improvement of processes.
• Collaborate with Retail, logistics partners and other departments to ensure seamless operations.
• Recruit, onboard, train and develop a motivated, high‑performing team.
• Conduct regular team meetings, performance reviews and coaching sessions.
• Manage budgeting, forecasting and compliance with company policies and local legislation.
• Identify and implement opportunities to enhance the customer experience.

Required profile

• Proven experience leading and developing customer service teams.
• Customer‑centric mindset with strong problem‑solving abilities.
• Ability to make independent decisions in a fast‑paced environment.
• Ambitious, self‑motivated and eager to grow within the company.

Required skills

• Experience with KPI tracking and performance analytics.
• Proficiency in using customer service platforms and reporting tools.
• Strong communication and stakeholder management skills.

What we offer

• Competitive bonus scheme linked to sales results.
• Comprehensive benefits including pension contribution, bike‑to‑work scheme, life assurance and 20% employee discount.
• Opportunities for career development in a fast‑growing retail organisation.