Customer Care Manager

Overview

Lead customer care team, resolve escalations, liaise with stakeholders, manage service ops.

Key Responsibilities

• zendesk management
• ticket resolution
• inspection coordination
• legal closure
• contractor management
• cost review

Tasks

-Managing Zendesk and ensuring reports are issued on weekly basis, ensuring the teams KPI's are being met -Dealing with all legacy issues and overdue tickets -Liaising with OMC's, arranging inspections/snagging and arranging sign off. Ensuring site teams close out any issues arranged -Ensuring outstanding and legal undertakings are closed out in a prompt manner -Dealing with all legal and escalated issues -Managing maintenance out of hours contractors -Reviewing customer care costs on quarterly basis -Regular meetings with subcontractors and suppliers -Managing all residents' association, attending meetings -Managing the customer care supervisor and coordinators and providing support -Dealing with customers in a professional matter -Liaising with design teams, consultants, construction teams to ensure any queries are addressed from issues identified

Requirements

• zendesk
• kpis
• negotiation
• stakeholder management
• team management
• financial acumen

What You Bring

-Proven experience managing customer care teams, including supervisors and coordinators -Strong negotiation and stakeholder management skills, including regular engagement with subcontractors and suppliers -Customer Focused: Strong problem-solving skills with a customer-first mindset -Strong background in handling escalated customer issues -Proven ability to build and maintain relationships with residents' associations or community groups -Demonstrated professionalism and customer service excellence in dealing with clients -Strong contractor management skills, including overseeing out-of-hours maintenance services -Proficiency in using Zendesk or similar customer service platforms, with experience producing performance reports and tracking KPIs -Ability to work closely with design, consultancy, and construction teams to resolve technical queries -Experience managing and resolving legacy issues and backlog tickets effectively -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 -Excellent presentation and communication skills, with experience leading cross-departmental meetings -Experience liaising with OMCs and coordinating inspections, snagging, and sign-offs -Can-Do: Proactive and solution-oriented mindset with a willingness to go the extra mile

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Benefits

-Employee Assistance Programme -Long term illness cover -Contributory pension scheme -Competitive salary in one of Ireland's fastest growing PLCs with regular compensation reviews -Paid volunteering days -Comprehensive health insurance for you and your dependents -Performance related bonus -An exciting Wellbeing Programme with events and activities running throughout the year both online and in-person -Peace of mind with life assurance -Continuous Professional development (CPD) programme & funding -Employee committees - Employee Network Groups, Sports and Social, Great Place to Work -Quarterly lessons learned meetings and presentation with various departments -Tax saver travel and bike to work -Family friendly policies including flexible parental leave, fertility leave, and paid maternity and paternity leaves

About Glenveagh Properties Plc

-Drives efficiency and quality through its NUA off‑site manufacturing arm, producing standardized homes at scale. -Executes diverse projects: suburban homes under €450k; urban apartments in Dublin and Cork; collaborations with state agencies. -Pioneers public‑private partnerships supplying social, affordable, and cost‑rental housing alongside private build. -Balances rapid expansion with manufacturing integration, delivering energy‑wise, high‑quality homes at scale.

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