Customer Service Manager

Location Ireland
Discipline: Telecoms, Utilities, Office Support
Salary: €45,000
Contact name: Elizabeth Brady

Contact email: elizabeth@sparktel.ie
Published: about 1 month ago

The Company:

Our client is a leading Infrastructure Services company with offices across Ireland and the UK. They employ skilled field labour as well professional support service staff. Industries they specialise include engineering, utilities, industrial services as well as general project management. With a diverse workforce in terms of skills and professional backgrounds, this is a company that can provide an exciting learning environment for a human resource professional.

Summary of Role:

This role reports directly into Operations Manager. The key focus of the Customer Service Manager role is to run a busy customer service hub and manager a mid-size team of agents. You will strive to deliver a level of excellence currently in place.

What you will be responsible for?

  • Operational management of the back-office team to efficiently handle incoming transactions (via phone, email, work management system)
  • Create and maintain and excellent level of customer experience
  • Delivery on KPI’s focusing on Operational, Financial and Safety performance
  • Responsible for workforce management (Back Office and Field workload forecasting, resource planning and scheduling)
  • Supporting, mentoring and managing the customer service team
  • Performance management within the team
  • Developing the team through training programmes and ensuring staff training is up to date
  • Responsible for workforce management (workload forecasting, resource planning and scheduling)
  • Responsible for the optimisation of back-office technology (work management systems, phones system, call recording, SMS technology, quality management etc)
  • Overall responsibility of internal Quality Management
  • Reporting of procedural or technical difficulties to the director and relevant central departments department (HR, IT, SHEQ, Customer Strategy etc.)

What Knowledge, Skills & Abilities do you require?

  • 2 + years experience managing a customer service team
  • Experience in the telecommunications industry is an advantage
  • Strong experience with Microsoft Office packages
  • Excellent management skills
  • Strong organisational skills and an ability to delegate
  • Experience with project management

What’s on offer?

  • Salary of €45,000
  • Monthly bonus scheme based on KPI performance
  • Full time permanent contract
  • 23 days annual leave + public holidays
  • Company phone & Laptop
  • On-site parking