Customer Care Supervisor
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What you'll do
- Support and mentor a team of customer care coordinators, foster a collaborative work environment that encourages both accountability and high performance
- Serve as an escalation point for challenging/complex customer concerns, ensuring that issues are addressed promptly and to the highest standard
- Meet and communicate with customers face-to-face, via phone and email. Ensure professional and timely communication throughout the resolution process
- Ensure all legal issues are reviewed and discussed with the Senior Customer Care Manager
- Provide customers with thorough walkthroughs of their new homes, offering detailed explanations and demonstrations of systems and features to ensure they understand how everything works
- Maintain accurate and detailed records of customer interactions, service requests and resolution outcomes within our ticket management system
- Communicate and collaborate with both internal and site teams to track issues/defects and to facilitate repairs and follow-up services within agreed timelines
- Ensure adherence to Service Level Agreements (SLAs) by monitoring team performance metrics and implementing processes to meet/exceed established service standards
- Monitor weekly progress reports and highlight areas of underperformance regarding contractors and suppliers
What they're looking for
- Significant experience in a busy Customer Care Team Lead/Supervisor position
- Strong IT skills including MS Office
- Excellent communication skills including in personal interaction, phone, and email
Nice to have
- Experience within the construction industry is a strong advantage
- Experience using Zendesk would also be an advantage for this role
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
At Glenveagh, we’re proud to build homes and support communities.
And we build strong teams that enable us to do that.
As the first construction company in Ireland to be accredited with the Gold Investors in Diversity mark, we create a workplace where everyone feels supported, and able to grow their career. We’re looking for people who want to play their part in delivering homes to individuals and families, and all while availing of great benefits and the opportunity for long term career development.
The Customer Care Supervisor supports the Customer Care Manager while overseeing the Customer Care Coordinators. They ensure exceptional service delivery, resolve escalated issues and maintain high levels of customer satisfaction.
Key Responsibilities & Duties:
- Support and mentor a team of customer care coordinators, foster a collaborative work environment that encourages both accountability and high performance
- Serve as an escalation point for challenging/complex customer concerns, ensuring that issues are addressed promptly and to the highest standard
- Meet and communicate with customers face-to-face, via phone and email. Ensure professional and timely communication throughout the resolution process
- Ensure all legal issues are reviewed and discussed with the Senior Customer Care Manager
- Provide customers with thorough walkthroughs of their new homes, offering detailed explanations and demonstrations of systems and features to ensure they understand how everything works
- Maintain accurate and detailed records of customer interactions, service requests and resolution outcomes within our ticket management system
- Communicate and collaborate with both internal and site teams to track issues/defects and to facilitate repairs and follow-up services within agreed timelines
- Ensure adherence to Service Level Agreements (SLAs) by monitoring team performance metrics and implementing processes to meet/exceed established service standards
- Monitor weekly progress reports and highlight areas of underperformance regarding contractors and suppliers
Requirements
- Significant experience in a busy Customer Care Team Lead/Supervisor position
- Experience within the construction industry is a strong advantage
- Strong IT skills including MS Office. Experience using Zendesk would also be an advantage for this role
- Excellent communication skills including in personal interaction, phone, and email.
Company Values
- Collaborative: Proven ability to work effectively within a team environment
- Customer Focused: Strong problem-solving skills with a customer-first mindset
- Safety First: Committed to maintaining a safe and inclusive working environment
- Can-Do: Proactive and solution-oriented mindset with a willingness to go the extra mile
- Innovative: Open to new technologies and methodologies to enhance efficiency and effectiveness
Benefits
- Competitive salary in one of Ireland’s fastest growing PLCs with regular compensation reviews
- Performance related bonus
- Comprehensive health insurance for you and your dependents
- Contributory pension scheme
- Tax saver travel and bike to work
- Paid volunteering days
- Continuous Professional development (CPD) programme & funding
- Employee Assistance Programme
- Long term illness cover
- Peace of mind with life assurance
- Family friendly policies including flexible parental leave, fertility leave, and paid maternity and paternity leaves
- Employee committees - Employee Network Groups, Sports and Social, Great Place to Work
- An exciting Wellbeing Programme with events and activities running throughout the year both online and in-person
- Flexible working
- Hybrid working
Glenveagh is an equal opportunities employer and welcomes applications from suitably qualified candidates from all sections of the community. If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the recruitment process, please notify the Talent Acquisition team by contacting careers@glenveagh.ie.
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