Customer Care Manager

27/10/17 Dublin Neg

Permanent full-time

This person will manage all customer service activities across Ireland. You will lead, advise and make decisions on all major customer service activities.

Location: Dublin, Meath, Kildare 

Role Responsibilities:

• Lead and monitor all aspects of customer service activities
• Identify and implement best in class strategies to improve quality of service and productivity
• Liaise with relevant departments to support and implement growth and improvement strategies
• Engage with improvement projects
• Provide guidance and feedback to help the team identify areas of improvement and cost management shortages
• Accountable for performance development, talent development, succession planning and engagement of team members
• Supervise and maintain relationships with all relevant departments
• Co-operate with relevant team members in other Business Units and externally
• Coach team members on positive interaction with customers, ensuring all customer requirements and expectations are being met
• Participate in cross-functional teams

Key Skills and Experience required:

• Minimum 5 - 8 years’ experience in customer service focussed management roles
• An excellent understanding and experience of developing best practice Customer Service processes
• A 3rd level Business or Engineering qualification is required. A University (masters) or MBA level of education is desirable
• Change management experience
• Strong communication and interpersonal skills
• Robust analytical skills
• A desire to continue learning new best practice and approaches
• Strong collaborator and problem solver
• Self-motivated and able to thrive in a changeable environment
• Ability to prioritise and make decisions

Please apply by sending your CV to Christine Hogan at chogan@qsp.ie or call for more information.