Customer Service Supervisor

Responsibilities

• Lead, coach, and motivate a team of customer service representatives to deliver excellence in patient and customer support.
• Supervise daily activities across phone, email, and chat channels to ensure seamless service.
• Monitor team performance against key service KPIs, including response times and customer satisfaction scores.
• Act as the senior point of contact for escalated customer queries and complex complaints.
• Conduct regular one-to-one meetings, performance reviews, and team briefings to drive engagement.
• Support recruitment, onboarding, and structured training for new team members.
• Identify and contribute to process improvement initiatives to enhance service efficiency.
• Ensure all team activities comply with company policies, GDPR, and regulatory requirements.

Requirements

• 3-5 years of experience in customer service supervision or team leadership.
• Proven ability to coach, motivate, and influence a team toward success.
• Strong analytical and problem-solving skills to resolve complex issues under pressure.
• Highly effective verbal and written communication skills.
• Technical proficiency with PC applications and CRM systems.
• Ability to manage competing priorities in a fast-paced environment.

Preferred Qualifications

• Previous experience working within a healthcare environment.

Benefits

• Competitive salary commensurate with experience.
• 25 days of enhanced annual leave.
• Private healthcare coverage and access to an Employee Assistance Programme (EAP).
• Enrollment in the Company Pension Scheme.
• Commuter support via Travel Saver (TaxSaver) and Bike to Work schemes.
• Opportunities for genuine career progression and professional development.

About the Company

Air Liquide Healthcare Ireland specializes in treating and monitoring respiratory diseases in patients' homes, supporting therapies such as Home Oxygen, Nebulisers, Ventilation, and Sleep. With over 30 years of experience, we provide essential services to over 10,000 patients across Ireland. We are a world leader in gases, technologies, and services for Industry and Health, committed to building a diverse and inclusive workplace.