Customer Experience & Quality Lead
We are seeking an experienced Customer Experience & Quality Lead to join our clients leadership team and drive a high-performing, customer-focused culture across the business. This role will lead both Customer Service and Quality functions, ensuring a consistent customer experience while improving communication, accountability and operational performance across departments.
Key Responsibilities
Lead the Customer Service and Quality teams
Act as the voice of the customer across the organisation
Coordinate and drive resolution of customer issues across Operations, Logistics, Sales and Service
Analyse customer feedback, complaints and retention risks to identify improvement opportunities
Lead customer review meetings and support proactive customer retention
Monitor quality standards, recurring issues and continuous improvement initiatives
Track and report on customer experience and quality KPIs
Improve systems, processes and cross-functional collaboration
Candidate Requirements
Proven experience leading customer-facing and/or quality teams
Strong leadership, communication and stakeholder management skills
Commercially aware with a customer-first mindset
Ability to work cross-functionally and drive accountability
Strong analytical and problem-solving capability
Experience with continuous improvement initiatives
ERP/CRM experience is advantageous
What’s In It For You
Leadership role within a growing business
€60,000–€70,000 salary DOE
24 days annual leave
Company discounts
Christmas bonus
Ballycoolin location with onsite parking
Opportunity to shape customer experience strategy within a growing industry
For more information, please apply through the link provided for the attention of Tracey Kinsella or call Osborne Recruitment on 01 525 2457.
If you are interested in finding out more about the above role and would like to be considered for this or other suitable roles that we may have available for your skill set – please attach your CV via the link provided. Please submit your updated CV in Word Format.
If you are living in Ireland and hold a VALID WORK PERMIT, we would love to hear from you, if however, you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search.
Osborne are proud to be an Equal Opportunity Employer.
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