Service Manager
Our client, a dynamic hardware & software technology organisation, with key corporate clients nationwide, are now undergoing a significant period of growth. As a result of this, they are now expanding their Limerick team and have engaged with us in Cpl to help with recruiting for a Service Manager.
Reporting to Head of Procurement and Carrier Services, the Service Manager, you will play a crucial role in enhancing customer value and strengthening relationships with both customers and suppliers.
The Role:
As Service Manager your responsibilities will encompass internal training, performance management, strategy implementation, and customer feedback analysis to continually improve service quality and meet customer needs.
Responsibilities to include:
· Policy Implementation: Develop and enforce policies and procedures for the FTTx platform and related products.
· Customer Relationship Management: Foster and maintain strong customer relationships, ensuring they have access to the latest product and service information.
· Supplier Relationship Management: Build and maintain strong relationships with suppliers.
· Performance Tracking: Track and analyze data to measure supplier and team performance, alongside customer KPIs.
· Complaint Resolution: Handle and resolve customer complaints while supervising team performance.
· Service Improvement: Propose enhancements to improve the overall customer experience.
· Training and Development: Train internal employees and customers on new products and developments.
· Customer Onboarding: Facilitate the onboarding process for new customers.
· Supplier Liaison: Work with suppliers on IT and product developments, managing products to ensure all SLAs are met.
· ISO Documentation: Create and maintain documentation for ISO auditing purposes.
Skills and Qualifications that we need:
· Customer Service Expertise: Exceptional skills in managing and enhancing customer service.
· FTTH/FTTC Knowledge: Understanding of FTTH and FTTC products and services, including Open Eir, SIRO, and NBI.
· Problem-Solving Ability: Strong analytical and problem-solving skills.
· Communication Skills: Excellent verbal and written communication abilities.
· Data Analysis: Proficiency in analysing metrics and generating reports.
· Training and Development: Experience in training staff and customers.
· Supplier Management: Proven track record in managing supplier relationships.
The Offer:
This position is a permanent hybrid role with salary depending on candidate skills and experience but expected base salary of €55K - €60K per annum, with some scope for more for an exceptional candidate, with an excellent benefits package on offer.
Hours of work are Mon to Thurs 8:30am – 5.30pm and Friday 9am- 3.30pm.
Hybrid (2 days per week in Limerick office, Tuesday and Wednesday), 3 days WFH
How to Apply:
If you are interested in applying, or want to know more about this role please contact,
Orlaigh FitzGerald-Quinn in Cpl Limerick on 085 801 7135 or email your CV to orlaigh.quinn@cpl.ie.
For a full list of our open jobs, please have a look at cpl.com.
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