Customer Service Supervisor

Additional Information:

Location:North County Dublin

Hours: 8.30am-5.30pm Monday to Friday

Package: Salary DOE + Quarterly Bonus + Company Pension contribution + Attractive Annual Leave (increasing with service)

The Role:

The primary function of this full-time, office-based role is to provide managerial guidance and support for the Customer Services team. You will act as a point of contact for Senior Management regarding delivering total customer satisfaction through all communication channels.

The ideal candidate will have min 3 years’ proven experience managing a small CS team, ideally with a background in freight, logistics or supply chain. You will be a a pro-active individual who is dedicated to managing the Customer Service team to achieve and deliver a high standard of professional service plus continuous improvement, throughout the departments.

Essential Criteria & Key Competencies:

  • 3 years+ management experience, preferably in a similar freight / logistics environment
  • Excellent leadership and people skills with a hands-on approach to management.
  • Excellent communication and interpersonal skills (oral & written).
  • Customer focused with a proven track record of meeting and exceeding customer expectations.
  • Previous experience dealing directly with customers and attending customer meetings.
  • Reporting and presentation skills.
  • Must ensure professional approach in all aspects of the role and ability to follow through on queries until resolution is sought.
  • Ability to prioritise workload and ensure all targets are achieved.
  • Excellent attention to detail and analysing skills.
  • Reporting skills.
  • Self-motivated and driven to achieve set targets.
  • Ability to adhere to strict deadlines.
  • Ability to work on own initiative.
  • Flexible attitude to work.
  • Degree/Qualification in relevant field desirable.


  • Guides and monitors BAU Analysts.
  • Quality checks & reviews of regulatory filings.
  • Monitors workflows & processes.
  • Timelines & processes planning.
  • “Gatekeeper” for client related queries during filing season.
  • Agent of change – reducing risks, optimizing & scaling up existing service offerings.
  • Service level agreements – adherence & monitoring.
  • Operational reviews with Clients (post-mortems).
  • Constant upskilling & training of BAU analysts.
  • Continuous improvements.


  • Management of the Customer Service team to ensure that all client queries are logged, and responses given within an appropriate & agreed timeframe.
  • Responsible for the administration of the Customer Services Department- to manage all issues e.g., monitor and review attendance, implement HR policies, return to works, team meetings, payroll, investigation, and disciplinary meetings, manage grievances in a timely fashion in line with Company policies.
  • Approve all holiday requests whilst ensuring adequate cover for each role within the Department.
  • Prepare and issue weekly KPI reports to Operations Office Manager.
  • Provide regular internal and ad hoc reporting on time – work closely with neighbouring departments and management.
  • Identify annual training needs for customer service department to ensure departments are developed in line with industry needs.
  • Attend all client meetings / QBR’s as required, to deliver an account of the Customer Service function where customer query resolutions are managed.
  • Consistently review the operation to seek continuous improvement in customer service and cost management.
  • Manage and ensure Health and Safety practices are adhered to within Department.
  • Other duties associated with Health and Safety when required.
  • Responsible for the completion of the accident and incident investigation reports when they are reported.
  • Team Management- lead and motivate your team to ensure Department KPI’s are achieved, and excellent Customer Service is provided to all customers and suppliers.
  • Ensuring all new starters receive training and managing the performance reviews process.
  • All other associated duties as required.


*NB: All applicants CVS will be reviewed and should your skillset match our client’s requirements, we will contact you via email / mobile.  We are also happy to consider you for other open opportunities within Firstaff.  If however, you object to us holding your data on file, please acknowledge via email by return.

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Mary O’Rourke

Senior Recruitment Consultant

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