Head of Customer Service

Co. Meath, Full Time

Head of Customer Service

Location: Meath

Salary: €65k

Call centre / Contact centre experience essential

We are seeking an experienced Head of Customer Service to lead our clients Customer Experience Team, based in Meath. The role will focus on operational excellence performance across all areas of the business. The ideal candidate will be responsible for delivering budget, driving operational efficiencies, delivering costs savings through projects, efficiency initiatives and continuous improvement.

Role Requirements: 

  • Responsibility for driving excellence, with the overarching mission to support our members, to solve their problems in the quickest, simplest, easiest way possible and to leave them with a positive impression
  • Implementation of our business strategy, setting clear objectives, achievements and measurements to drive performance
  • Taking accountability for strategy and implementation of operational efficiencies
  • Driving delivery and achievements of customer metrics and operational efficiencies that enable the highest quality at the lowest service cost
  • Providing team with insights from investigating data analysis, identifying trends and root cause drivers impacting operational and Customer Experience critical metrics, pinpointing process and policy improvement opportunities and supporting decision making
  • Challenging the business appropriately to consider new and creative ways of doing things, contributing to our customers, employees and partners
  • Developing strong working relationships with partners and support groups, driving ways of working and transparency of dependencies that impact operational efficiency and performance
  • Responsibility for change management, driving and implementing change across all lines of business, ensuring process changes and improvements are fully adopted and implemented. 

Role Requirements

  • 8+ years Senior Customer Service Management experience
  • Experience in managing call/contact centre operations including understanding and knowledge of customer services key performance indicators, with a successful track record in achieving and exceeding operational goals and delivering on budgets
  • Strong experience in managing partners, projects and programs across cultures and geographies with a demonstrated ability to work both at local and global business levels and in a matrixed environment
  • Strategic & dynamic thinking with the ability to turn strategy into action planning & commercial excellence
  • Proven data analysis skills, able to apply a variety of analytical tools and approaches to solve different types of problems
  • Excellent written, verbal and analytical skills with an ability to pull together compelling insights and presentations
  • Demonstrated emotional intelligence through a track record of earning positive recognition for conduct, integrity, and efficiency
  • Understanding of technology to enable business improvements

EXET22

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