Customer Care Supervisor

Description As one of Ireland's leading homebuilders, Glenveagh is focused on delivering high quality homes in flourishing communities. We achieve quality and great accessibility to new homes by relentlessly innovating the way we plan, design and build. We bring new ideas home. As a member of the Glenveagh team, you will join a work environment where everyone feels welcome, valued, and empowered to express their ideas, and where collaboration and teamwork are the norm. Named as one of Ireland's Best Large Workplaces in 2024, and accredited with the Gold Investors in Diversity Mark, we offer an unrivalled suite of benefits and a workplace where you can develop a long-term career. This position is based in our new state of the art Head Office in Maynooth - an open plan office, with wonderful collaborative working areas, subsidised canteen, EV charging points, and is easily accessible by car or public transport. The Customer Care Supervisor supports the Customer Care Manager while overseeing the Customer Care Coordinators. They ensure exceptional service delivery, resolve escalated issues and maintain high levels of customer satisfaction. Key Responsibilities & Duties: Support and mentor a team of customer care coordinators, foster a collaborative work environment that encourages both accountability and high performance Serve as an escalation point for challenging/complex customer concerns, ensuring that issues are addressed promptly and to the highest standard Meet and communicate with customers face-to-face, via phone and email. Ensure professional and timely communication throughout the resolution process Ensure all legal issues are reviewed and discussed with the Senior Customer Care Manager Provide customers with thorough walkthroughs of their new homes, offering detailed explanations and demonstrations of systems and features to ensure they understand how everything works Maintain accurate and detailed records of customer interactions, service requests and resolution outcomes within our ticket management system Communicate and collaborate with both internal and site teams to track issues/defects and to facilitate repairs and follow-up services within agreed timelines Ensure adherence to Service Level Agreements (SLAs) by monitoring team performance metrics and implementing processes to meet/exceed established service standards Monitor weekly progress reports and highlight areas of underperformance regarding contractors and suppliers Requirements Professional & Technical Significant experience in a busy Customer Care Team Lead/Supervisor position Experience within the construction industry would be a huge advantage Strong IT skills including MS Office. Experience using Zendesk would also be an advantage for this role Excellent communication skills are a must - face-to-face, via phone, via email/live chat Company Values 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 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 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 visiting our website careers page.