Location: Dublin 12 - Monday to Friday
Salary: €45,000 to €48,000 (DOE)
Customer Service Manager (Retail Workwear)
We are currently seeking an experienced Customer Service Manager to lead and develop a fast-paced customer service function within a dynamic business environment.
This is a key management role responsible for ensuring customers receive consistently high-quality support while driving operational efficiency across the Customer Service department. The successful candidate will have proven experience in a similar managerial role within a busy, customer-focused environment.
What does my day to day look like?
- Lead, recruit, train, and develop a high-performing customer service team, setting clear expectations and KPIs such as response times and resolution rates, while providing ongoing coaching, mentoring, and support to drive continuous improvement
- Oversee day-to-day customer service operations, ensuring a consistently high standard of customer experience across all channels, and maintaining service procedures and standards to support quality and consistency
- Manage escalations, complex cases, and high-value or sensitive complaints, resolving issues efficiently while balancing customer satisfaction with business protection
- Monitor customer feedback, reviews, and satisfaction metrics to identify trends, recurring issues, and opportunities for improvement, and implement practical, long-term solutions
- Analyse performance data to identify inefficiencies and drive improvements in workflows such as ticket handling, returns, and general enquiries, with a focus on reducing response times and increasing productivity
- Maintain and improve CRM systems and customer service tools to support operational effectiveness and streamline processes
- Work closely with Sales, Operations, and other internal teams to ensure smooth cross-department coordination and alignment on customer-related processes and initiatives
What's expected to succeed in the role?
- Previous experience in a customer service management or supervisory role
- Strong leadership and people management skills
- Experience in a fast-paced, dynamic customer service environment
- Strong problem-solving and decision-making ability
- Excellent communication and organisational skills
- Experience working with CRM systems and customer support tools (desirable)
What you will get in return
- The chance to represent market-leading, premium brands
- Ongoing training, development, and career progression opportunities
- A supportive and collaborative team environment
IRE26
Pay: €45,000.00-€48,000.00 per year
Benefits:
- Company pension
- On-site parking
Work Location: In person
