Customer Service Manager at Manulife leading high - performing teams in banking and insurance sectors. Focusing on customer experience while managing operations and compliance in a regulated environment.
About the role
- Customer Care Manager at Glenveagh managing teams and addressing customer issues in construction. Supports homes delivery while ensuring team performance and legal compliance.
Responsibilities
- Managing the customer care supervisor and coordinators and providing support
- Dealing with all legal and escalated issues
- Liaising with OMC’s, arranging inspections/snagging and arranging sign off. Ensuring site teams close out any issues arranged
- Liaising with design teams, consultants, construction teams to ensure any queries are addressed from issues identified
- Managing Zendesk and ensuring reports are issued on weekly basis, ensuring the teams KPI’s are being met
- Managing maintenance out of hours contractors
- Quarterly lessons learned meetings and presentation with various departments
- Managing all residents’ association, attending meetings
- Dealing with all legacy issues and overdue tickets
- Dealing with customers in a professional matter
- Regular meetings with subcontractors and suppliers
- Ensuring outstanding and legal undertakings are closed out in a prompt manner.
- Reviewing customer care costs on quarterly basis
Requirements
- Proven experience managing customer care teams, including supervisors and coordinators
- Strong background in handling escalated customer issues
- Experience liaising with OMCs and coordinating inspections, snagging, and sign-offs
- Ability to work closely with design, consultancy, and construction teams to resolve technical queries
- Proficiency in using Zendesk or similar customer service platforms, with experience producing performance reports and tracking KPIs
- Strong contractor management skills, including overseeing out-of-hours maintenance services
- Excellent presentation and communication skills, with experience leading cross-departmental meetings
- Proven ability to build and maintain relationships with residents’ associations or community groups
- Experience managing and resolving legacy issues and backlog tickets effectively
- Demonstrated professionalism and customer service excellence in dealing with clients
- Strong negotiation and stakeholder management skills, including regular engagement with subcontractors and suppliers
- Strong financial acumen with experience reviewing and managing customer care budgets or costs on a quarterly basis
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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