Customer Service Manager - Dublin 24

Customer Service Manager - Dublin 24

At Staffline Recruitment we have a fantastic permanent opportunity available for an experienced Customer Service Manager to take up a permanent position with our client based in Dublin 24.

The purpose of this role will be to manage a high performing team of Customer Service Agents and Team Leaders; overseeing the efficient functioning of daily operations and acting as the primary figure of leadership for the team, ensuring adherence to company policies, compliance with industry regulations, and achieving performance targets.

Key responsibilities will include the following:

• Lead and manage day to day operations with focus on consistent delivery of outstanding customer experience
• Motivate and engage the team to deliver a high standard of excellence
• Development of key client relationships and working closely with the client in the pursuit of delivery excellence
• Operational management of the back-office team to efficiently handle incoming transactions (via phone, email, work management system)
• Provision of support and mentoring for all team members
• Responsible for Performance management
• Management of the Training Plan for the development of team members
• Liaise with HR on Appraisals, PDP's and any disciplinary actions
• Responsible for the optimisation of back-office technology (work management systems, phones system, call recording, SMS technology, quality management etc)
• Overall responsibility for delivering to the Quality Management plan
• Promotion of good communication and team goal collaboration within the back office
• Development of training documentation
• Management of the complaints process and associated reporting

Interested applicants will meet the following requirements:

• 2-5 years of experience managing a multi tiered customer service focussed team
• Proven track record in achieving KPI's and managing performance
• Experience working in the telecoms sector would be an advantage
• Strong IT skills in Word Excel and PowerPoint
• Excellent organisational, interpersonal and communication skills
• Strong experience in people management, delegation and project planning
• Ability to manage conflict and challenging conversations
• Ability to make independent decisions and problem solve

If you are interested in being considered for this role and would like to hear more, please send an up to date version of your cv for immediate review to Laura Craughwell at Staffline Recruitment via the enclosed link.

Immediate interviews will be held for suitable applicants.