• Full Time
  • Permanent
  • Dublin 24

We are delighted to be searching for a creative and inspiring Head of Customer Service to join our clients’ team, crafting an ambitious and inclusive workplace and focusing on operational excellence performance across all lines of the business.

This is a key senior position and you will bring significant expertise to play a leading role within the business, benefiting from a competitive salary and benefits package. This role will be based in Ballymount.

Role & Responsibilities:

  • Implement business strategies, setting clear objectives, achievements and measurements to drive performance.
  • Responsible for driving excellent service with a focus on supporting staff to solve their problems in the most efficient manner.
  • Drive the delivery, implementation and achievement of customer metrics and operational efficiencies, enabling the highest quality a the lowest service costs.
  • Provide 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.
  • Develop strong working relationships with partners and support groups.
  • Responsible for change management, driving and implementing change across all lines of business, and ensuring process changes and improvements are fully operationalised for long-term adoption.

Essential Requirements:

  • 5+ years experience in a business leadership role.
  • Experience in managing contact centre operations, including an understanding of customer service KPIs, with a demonstrated record in achieving operational goals.
  • Strong experience in managing partners, projects and programs across cultures and geographies, with the ability to work at both local and global business levels.
  • Strategic and dynamic thinking with the ability to turn strategy into action planning and commercial excellence.
  • Proven data analysis skills, with the ability to apply a variety of analytical tools and approaches to solve different types of problems.
  • Creative in the use of technology to enable business improvements.

This is a fantastic opportunity for the right candidate to launch their career to the next level, playing a leading role in a well-established and continuously growing national organisation. If you match the requirements and would like to learn more, apply today with an updated CV!

To apply for this job email your details to cillian@stormrecruitment.ie