Customer Operations Manager

About the role :

As Customer Operations Manager, you will be responsible for leading and optimising the performance of our Customer Service teams. You will champion customer experience, drive data-informed decision-making, and align operations with strategic business goals. This role is pivotal in shaping how customers interact with Flogas Energy through proactive resource planning, coaching, and digital-first service delivery.

Key Responsibilities :

Team Leadership & Coaching

• Lead, inspire, and develop a team of Team Leads and Customer Agents, establishing a coaching culture that drives individual growth and team engagement.
• Set clear, measurable goals and monitor performance through 1 : 1s, feedback, and performance reviews.

Customer Experience (CX)

Resource Planning & Workforce Management

Operational Excellence

Customer Insights & Reporting

Training & Development

Strategic Collaboration

Ideal Candidate Profile :

The ideal candidate will bring over five years of customer service experience, including at least three years in a contact centre management role. They will have a proven track record of leading, motivating, and developing high-performing teams, alongside strong analytical and problem-solving skills with the ability to interpret complex data. Proficiency with CRM / ERP systems is essential, and experience with contact centre platforms, BI dashboards, workforce management tools, and CX measurement methods such as CSAT and NPS will be a strong advantage. Familiarity with regulated industries such as energy, telecoms, or financial services is also desirable, ensuring the candidate can navigate compliance-driven environments effectively.

About Flogas :

Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.

Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. Flogas actively supports micro-generation, which involves generating electricity from renewable sources such as solar photovoltaic (PV), micro-wind, micro-hydro, and micro-renewable combined heat and power We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.

As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.

Why work with us?

Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.

Benefits :

Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees