Customer Service Supervisor

Job Overview

Air Liquide Healthcare Ireland provides healthcare products and services supporting respiratory disease treatments in the patient's home. The role is a customer service supervisor for the field-based operations team.

Location: Dublin - Unit 1 IDA College Park, Blanchardstown Road North, Dublin15, D15PEC4 (on site).

Business Line: Healthcare. Reports to: Customer Service Manager.

Responsibilities

• Lead, coach, and motivate the customer service team to deliver excellence across phone, email, and chat.
• Drive performance against key service KPIs (response times, resolution rates, customer satisfaction).
• Supervise daily activities to ensure seamless support across all communication channels.
• Prepare comprehensive reports on team performance and emerging customer trends for senior management.
• Identify and contribute to process improvement initiatives to enhance service efficiency.
• Conduct regular one to one meetings, performance reviews, and team briefings to drive engagement.
• Support the recruitment, onboarding, and structured training of new team members.
• Coach and mentor representatives to develop their skills and improve service quality.
• Ensure compliance with company policies, GDPR, and relevant regulatory requirements.
• Act as the senior point of contact for escalated customer queries and complex complaints, resolving issues that impact the patient experience.

Qualifications & Skills

• Minimum 3years of experience motivating a team and at least 3years in customer service supervision or team leadership.
• Proven ability to coach, motivate, and influence a team toward success.
• Strong analytical and problem solving skills with ability to resolve complex customer issues under pressure.
• Ability to manage competing priorities in a fast paced environment.
• PC literate and comfortable working with CRM systems and modern customer service tools.
• High personal integrity, maintaining professionalism and empathy at all times.
• Experience in a healthcare environment is a plus but not essential.
• Preferred years of experience: 3-5 years.

What's on Offer

• Competitive salary commensurate with experience (DoE).
• Enhanced annual leave - 25 days per year.
• Private healthcare coverage and access to Employee Assistance Programme (EAP).
• Enrollment in the Company Pension Scheme.
• Travel Saver (TaxSaver) and Bike to Work schemes.
• Career progression and continuous professional development opportunities within a global organisation.

EEO Statement

We welcome and consider applications from all qualified applicants, regardless of their background.