Service Manager

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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