What You'll Be Doing
* Lead, coach, and develop a high-performing support team
* Drive performance against KPIs, SLAs, and customer satisfaction targets
* Act as the escalation point for complex customer issues and complaints
* Ensure excellent service across phone, email, and digital channels
* Oversee technical support queries and coordinate with engineers and service partners
* Monitor and improve service delivery, including NPS and retention rates
* Produce regular performance reports and insights
* Support sales activity including order processing and lead development
* Build strong relationships with internal teams (Sales, Ops, Credit Control, Product)
* Use customer insights to drive continuous improvement
What We're Looking For
Essential:
* 4+ years' experience in a customer service environment
* Proven experience leading or supervising a support team (B2B preferred)
* Strong experience managing escalations and service performance
* Excellent communication and stakeholder management skills
* Highly organised with the ability to manage competing priorities
* Strong IT skills (Microsoft Office)
Desirable:
* Experience in sensors, connected devices, or technical products
* CRM or service management system experience
* Experience in a technical support or hybrid support role
* Sales or commercial experience
* Relevant third-level qualification
What You'll Bring
* A strong customer-first mindset
* Proven management and coaching ability
* Commercial awareness and problem-solving skills
* Ability to thrive in a fast-paced, evolving environment
* Proactive, solutions-focused approach
Why Join Kingspan?
* Opportunity to step into a visible management role
* Career Development: Access learning, development, and internal opportunities across 80+ countries
* Hybrid Working: 3 days onsite, 2 days remote (after training period)
* Working Hours: Mon-Thu: 8:15am-5:00pm; Fri: 8:30am-4:00pm
* Support & Mentorship: Grow your career with guidance from experienced teams
* Inclusive Culture: A collaborative, respectful, and values-driven environment
* Health & Wellbeing: Discounted gym membership, eye care, and virtual health services
* Financial Benefits: Competitive pension and life assurance up to four times salary
* Employee Benefits: Cycle to Work scheme, employee discounts, referral bonuses, and more
Equality, Diversity & Inclusion: Kingspan is an equal opportunities employer. We are committed to building a diverse and inclusive workplace and welcome applications from all qualified individuals, regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.
#J-18808-Ljbffr