Job Title: Customer Care Manager - Clontarf

  • Location: Co. Dublin
  • Closing Date: Friday, 14 July 2017

Full time, 12 months fixed term contract


Overall Purpose of Job

  1. To support the Director of Quality and Standards, Policy and Member supports in Managing the Customer Care department and Staff. Implement the Customer Care Policy which is a system of the management of complaints that facilitates effective feedback from and communication to all service users.

  2. Ensure compliance with IWA’s Document and Record Control Policy and Procedure.

  3. To work as part of the Quality and Standards team to implement IWA’s Quality Policy


Training, Experience and Qualifications


  • Bachelor’s degree preferably in Marketing or Business Administration, or in a related field is required

  • Proven working experience as a customer care team manager is essential

  • Experience in providing customer care support

  • Excellent knowledge of management methods and techniques

Knowledge and Skills

  • Computer literate including use of databases and Microsoft Office suite is essential

  • Excellent verbal and superior writing and report presentation skills are essential

  • Previous experience of conducting surveys and analysing information is a required

  • Strong client-facing and communication skills are essential


  • Ability to work independently and as part of a team

  • Excellent interpersonal and problem solving skills

  • Ability to think strategically and to lead

  • Customer service orientation

  • Highly organized with ability to work under pressure, prioritise & multi task

  • Ability to take initiative and make independent decisions


  • Leadership

  • Strategic thinking

  • Commercial focus

  • Critical analysis & decision making

  • Communicating & influencing

  • Motivating, developing & empowering

  • Managing & developing performance

  • Adaptability, drive & resilience

  • Accountability


Remuneration & Benefits

  • Salary between €40,209 and €48,496 (DOE)

  • Paid expenses and mileage

  • Excellent working conditions

  • Training & development opportunities

  • 25 days annual leave pro rata

  • Access to Defined Contribution Pension scheme and group VHI & HSF Health Cash Plans

  • Employee Assistance Programme

To apply email a copy of your CV and Cover Letter to