Head of Customer Services- Slane, Co. Meath- Full-time permanent role- 65k
Our client are seeking a Head of Customer Services to join their Customer Experience Team. The role will focus on operational excellence performance across all lines of business.
You will be accountable for delivering budget, driving operational efficiencies, delivering costs savings through portfolio of projects, initiative efficiencies and continuous improvement. The leader will be responsible for managing service metrics and customer targets through internal and partner operations. You will be expected to bring significant expertise to play a leading role in the company.
Job Responsibilities
• Responsibility for driving excellent service with the overarching mission to support our members, to solve their problems in the quickest simplest easiest way possible
• Implementation of business strategy, setting clear objectives, achievements and measurements to drive performance
• Taking accountability for strategy and implementation of Operational Efficiencies, including working closely with owners of overall initiatives and projects
• 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 operationalized for a long-term adoption
Essential Requirements
• 8+ years business 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 to a wide range of partners
• Demonstrated outstanding emotional intelligence through a track record of earning positive recognition for conduct, integrity, and efficiency
• Strong organisational change and collaborators leadership skills
• Understanding and creativity in the use of technology to enable business improvements
Professional Characteristics
- Integrity
- Confident and well prepared leader
- Performance Driven
- Team oriented
- Excellent communication skills
Interested? Apply below or send your CV to Erin- erin.hamilton@reed.com / 1 418 9952