Customer Service Supervisor

About the Role

Air Liquide Healthcare Ireland has over 30 years experience and specialises in treating and monitoring respiratory diseases in the patient's home, supporting multiple therapies such as Home Oxygen, Nebulisers, Ventilations and Sleep. We provide these therapies to over 10,000 patients across Ireland, and our field‑based operations team consists of Healthcare Technicians and Patient Care & Sales Specialists who ensure our patients receive the support they need during installation, training, servicing and removal of equipment.

Location

Dublin – Air Liquide Healthcare, Unit 1 IDA College Park, Blanchardstown Road North, Dublin 15, D15 PEC4 (on‑site)

Business Line

Healthcare

Reports to

Customer Service Manager

Responsibilities

• Operational Leadership
  • Supervise daily activities of the customer service team to ensure seamless support across all communication channels.
  • Monitor team performance against KPIs, including response times, resolution rates and customer satisfaction scores.
  • Prepare comprehensive reports on team performance and emerging customer trends for senior management.
  • Identify and contribute to process improvement initiatives to enhance service efficiency.
• People Development & Compliance
  • 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 all team activities comply with company policies, GDPR and relevant regulatory requirements.
• Escalation & Resolution
  • Act as the senior point of contact for escalated customer queries and complex complaints.
  • Work cross‑functionally to resolve issues that impact the patient experience.
  • Maintain high levels of professional integrity when handling sensitive service matters.

Qualifications

• Minimum 3–5 years of experience in Customer Service Supervision or Team Leadership.
• Experience in a Healthcare environment is a plus but not essential.
• Articulate, numerate and literate with highly effective communication skills.
• Proven ability to coach, motivate and influence a team toward success.
• Strong analytical and problem‑solving skills with the ability to resolve complex customer issues under pressure.
• Organisational excellence – 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.

Benefits

• Competitive salary commensurate with experience.
• Enhanced annual leave – 25 days per year.
• Private healthcare coverage and access to an Employee Assistance Programme.
• Enrollment in the Company Pension Scheme.
• Commuter support – Travel Saver (TaxSaver) and Bike to Work schemes.
• Genuine career progression and continuous professional development opportunities within a global organization.

Equal Opportunity

We welcome and consider applications from all qualified applicants, regardless of their background. We believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively, and it helps foster our ability to innovate.

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