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Customer Service Manager

  • Location

    Galway

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £45000

  • Consultant:

    #

  • Email:

    ncopitch@merje.com

  • Job ref:

    NC/15857

  • Published:

    5 months ago

A fantastic opportunity has arisen for an experienced Head of Customer Service to join the management team, driving continued development for customer experience.
 
Responsibilities:
• Day to day management of the Irish Customer service functions, currently numbering 4 FTE 
• Drive the inbound contact centre to achieve challenging KPIs and business quality goals
• Reduce Customer Attrition to enhance business performance
• Manage product Cross-Selling opportunities to improve customer retention
• Be the Customer Champion within the management team
• Work across all departments to deliver “best in class” Customer Service
• Reduce Operational Cost and improve scalability through driving customer self-service products
• Manage the operational element of the Recruitment and Selection process
• Performance management of staff to deliver Continuous Improvement
• Design and deliver best-in-class training programmes for new start induction and agent development
• Create a compelling environment to support Performance and Retention of people
• Innovate
• Accountable for measurable KPIs including budget, headcount costs, turnover recruitment spends, volume etc. 
• Weekly analysis of BI/MI to identify opportunities for driving performance
• Implementation of marketing strategies by working with dedicated Marketing.
• Act as a coach and mentor to their supervisors and managers
 
Skills & Experience 
• Highly presentable with strong organisational and motivational skills
• Outstanding communication skills with the ability to operate at all levels internally and externally
• Ability to improve standards through effective performance management
• Strong negotiation skills
• Ability to analyse resource levels and optimise capacity without compromising on service quality
• Ability to understand and enhance a complex business model
• Inspirational leadership
• Analytical skills
• Effective stakeholder management
• Minimum of 5 years’ experience in contact centre management is essential