Customer Service Supervisor

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:

• Home Oxygen

• Nebulisers

• Ventilations

• Sleep

We currently provide such therapies to over 10,000 patients across Ireland (combined private and public healthcare). Our field based operations team consist of Healthcare Technicians and Patient Care & Sales Specialists, who ensure that our patients receive the support that they need whilst using our equipment. From installation, training on how to use equipment, servicing and removal.

 

How will you CONTRIBUTE and GROW?

 

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

Air Liquide Healthcare Ireland provides healthcare products and services that help protect vulnerable lives across the country. Our teams ensure that patient care and safety is at the centre of all that we do and we strive to deliver a high quality service to our patients.

Working at Air Liquide means having opportunities to evolve in an environment that actively promotes and encourages its people, recognises expertise, and offers genuine opportunities that provide colleagues with autonomy and accountability. We believe our people are the cornerstone of our company and as such we care about the development and growth of our people and teams as much as the development and growth of our business.

 

This role reports to the Customer Service Manager, with the postholder being responsible for leading, coaching, and motivating a team of customer service representatives to deliver excellence in patient and customer support. You will drive performance against key service KPIs, ensuring that every interaction across phone, email, and chat reflects our commitment to high-quality care.

The postholder needs to be a motivated leader capable of managing daily operations in a fast-paced environment while fostering a collaborative atmosphere. You will act as a point of escalation for complex queries, ensuring professional and timely resolutions. By identifying process improvements and supporting the growth of your team, you will play a vital role in the continuous improvement of our service delivery.

A passion for people development is key to succeeding in this role, as you balance operational efficiency with a supportive team culture.

Example activities you will complete:

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.

 

Are you a MATCH?

 

The ideal person for this role will be an experienced customer service supervisor with a minimum of 2 years motivating a team.

Essential Skills

• Area of Experience/Expertise: Customer Service Supervision or Team Leadership; Experience in a Healthcare environment is a plus but not essential.

• Articulate, numerate, and literate: Highly effective communication skills are essential.

• Leadership: Proven ability to coach, motivate, and influence a