Customer Care Manager - ref. m30298323

At Glenveagh, we’re proud to build homes and support communities. And we build strong teams that enable us to do that.

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.

We are currently looking for a Customer Care Manager to join our Head Office team in Maynooth.

• 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

• 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

• 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

• 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

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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