My Client in the insurance sector is looking to recruit a Customer Service Manager with a hybrid option in place, this role is based on a shift rotation.
If you have experience working in a customer service managerial role and can commit to shift rotation’s please apply directly or send your CV to [email protected] for immediate consideration.
Key Responsibilities:
As their business continues to evolve, so too will the responsibilities of this role evolve and change over time. The primary responsibilities and focus areas for this role will include the following
- Manage the Rescue Contact Centre team to ensure premium levels of service delivery and customer satisfaction are achieved.
- Achieve Operational KPI's through effective management of call centre and deployment in line within budgets.
- Ensure performance metrics are achieved through demand management, forecasting and capacity.
- Work collaboratively with internal colleagues on the Roadside (Patrol Ops Managers, Patrol Force) to ensure smooth delivery of the breakdown service end-to-end.
- Management of external business partners, e.g. Garage Network, to ensure in line with KPI’s.
- Ensure high & consistent NPS/CSAT scores through various internal processes such as complaints, customer contacts, Supervisory team management, etc.
- Ensure B2B relationships are maintained from a service delivery perspective.
- Ensure the ISO Quality Management system is adhered to and ensure compliance through internal and external audits.
- Ensure all service delivery complaints are fully investigated and make necessary corrective and preventative actions as appropriate.
- Strategic thinking and converting strategy into operational execution.
- Ensure Change Management and related IT projects in the RCS and associated Apps/Services are coordinated ensuring digitalization and automation is pushed through where possible.
- Manage and/or assist on departmental projects and tenders as required to develop the department, its contracts and future viability.
- Engage Rescue team through regular communication, social engagement events and workplace environment.
- Motivate and champion a Service Ethic within a service environment.
The Candidate should have the following:
Minimum qualifications, experience & skills:
- Leaving Certificate level minimum (3rd level preferred).
- APA or CIP qualification a distinct advantage, but at minimum the successful candidate must be prepared to undertake and pass the APA exams upon appointment.
- Experienced in managing contact centre customer service operational teams, ideally in a breakdown assistance environment. Experience working in a 24/7, 365 environment a distinct advantage.
- Experienced in leading teams successfully through extensive periods of change. Co-ordinating and delivering change initiatives in a partnership environment.
- Evidence of creating customer centric teams where quality of output is high and teams are engaged in doing the right thing for their customer.
- Strong team management and leadership skills, ability to develop and mentor individuals.
- Commercially astute with proven strong business acumen.
- Strong data analysis with ability to identify and communicate key trends and prioritise actions required.
- Ability to take ownership and responsibility for end-to-end service delivery.
- Project management skills. Process design and engineering.
- Ability to work collaboratively with others and as part of a team.
- Budget management.
- Capable of overcoming objections and to identify opportunities to maximise service delivery.
- An enthusiastic approach to motivate employees to achieve their full potential.
- Excellent proficiency in all Microsoft Office software also essential (Excel, PPT).
Additional Required Key Skills & Attributes:
- A dynamic and driven individual who is highly adaptable and can thrive in a rapidly changing organisation.
- An excellent self-starter with the ability to own and drive their work independently while collaborating effectively where required internally.
- A positive can-do attitude and someone who can bring innovative solutions to the table on any challenges that may arise.
- A strong work ethic and highly committed individual with a proven track record of delivering successfully to deadlines.
- Ability to think strategically while executing directly at high quality and pace.
- Ability to rapidly flex and reprioritise according to the ever-changing needs of the business and the entrepreneurial culture.
- A highly organised individual with ability to plan and prioritise workloads effectively for maximum impact and adapt around changing priorities as required.
- Strong analytical skills and commercial acumen and experience in driving data driven initiatives and improvements.
- Excellent drive, enthusiasm and commitment and a keen interest in developing their career.
- Exceptional interpersonal, communication and teamwork skills, and ability to influence and develop relationships with individuals at all levels of the organisation.
- Is resilient and can cope with high pressure work environment.
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