Service Channel lead

Service Channel lead

Weareseekingabold,visionaryleadertotakechargeofourCustomerServiceandreimaginewhatworld-classsupportlookslikeinthemobiletelecomindustry.TheServiceChannelLeadwillrepotintoTheChiefExperienceOfficer,youwillspearheadtransformation,championinnovation,anddriveperformanceacrossallcustomertouchpoints.

Yourmission:toelevatethecustomerexperience,reducechurn,increasecommercialvalueandpositionusasacustomer-firsttelcoleader.

Leadership&Strategy

- Defineandexecuteaboldcustomerservicevisionthatsetsusapartinthemobilemarket.
- Inspireandleadlarge,high-performingcustomerserviceteams, bothin-houseandoutsourced.
- Actasapowerfulcustomeradvocate,ensuringthevoiceofthecustomerisrepresentedinallmajordecisions.

OperationalExcellence

- Driveexcellenceacrossallservicechannels; voice,chat,social,app,IVRandonline. Ensuringspeed,quality,andconsistency.
- Ownandoptimizetheentirepost-salecustomerjourney,includingactivations,billing,techsupport,andretentionetc.
- Delivering high qualitycustomerexperienceenablesourserviceteamstohavecrosssellandupsellconversationswithcustomers,akeyelementtothisroleistoincreasethecommercialvaluewereceivefromeverycustomerinteraction.
- SetandexceedaggressiveKPIsincludingNPS,CSAT,AHT,FCR,andreducecomplaintsandcustomereffortwhiledrivingcommercialvalueformeachinteraction.
- Useanalyticstouncovercustomerpainpoints,driveproduct/serviceimprovements,andreducecontactvolumes.

Technology&Innovation

- LeadtheadoptionofAI,automation,andself-servicetoolstoimproveefficiencyandthedigitalcustomerexperience.
- Implementproactivecustomerservicestrategythatwillensurethatcustomersareawareofanychange to theirservicethatwoulddriveaninteractionwithourexperiencecentres.
- PartnerourOmniChannelandProductTribestoupgradeCRM,IVR,andticketingsystemsinsupportofanext-gencustomerexperience.

TeamDevelopment

- Build,develop,andempowerstrongcustomerserviceleadershipandfront-lineteams.
- Driveaperformanceculturethroughongoingtraining,real-timecoaching,andrecognition.

Theskillsandexperiencewearelookingfor…

- Extensiveexperienceinsimilaraseniorleadershipandmanagerialrole,settingvisionand
- Provenleadershipandteamworkingskillswiththeabilitytodevelopandmotivateahigh-performanceculture.
- PossessaclearunderstandingofprofitabilityandthemanagementofP&L,OPEXandstrategictargets.
- Commerciallyastuteandabletoleadcustomerexperiencedrivenoperations.
- Astherolerequiresmanagementofadiverserangeofinternalstakeholdersandthird-partysuppliersexceptionalinterpersonal,networking,negotiation,influencing,andcommunicationskillsareessentialwithevidenceofaproactiveapproachandcreditableoutcomes.
- Abilityandpassiontodriveoperationalexcellence,leadingtransformationtobringbestinclassserviceoperations.
- Confidentintheirabilitytoengagepeoplefromalloverthebusinessandatalllevelstodrivechange.
- Strategicawareness,abilitytoinfluenceandinputandtoshapeboththemediumandlonger-termstrategyofthebusiness.
- Achampionforcustomerexperience,creatingserviceimprovementsfromcustomerfeedback.
- Excellentquantitative/businessmodelling,useofstrategicframeworks,rigorousplanner,andcomfortablewithstrategicanalyses.
- Highlyimpactfulindividualwithstrongtrackrecordindevelopingpartnerstrategiesinasimilarroleintelecoms.
- AnexperiencedPeopleLeaderabletogalvanizeothersbehindavision,setcleardirectionandbuildahighperformingteam.

Benefits of Working at Three

- Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our Dublin Head Office (3 days office based per week)
- Competitive salary and annual performance based bonus
- 5% equal employer pension contribution
- 25 days holidays plus 2.5 company days annually
- Annual Leave buy or sell (buy or sell up to 5 days AL each year)
- Private Healthcare Insurance through our flexible benefits programme
- Life assurance (worth four times basic salary)
- Mobile phone with unlimited employee plan provided
- Subsidized canteen
- Access to learning & development tools such as Coursera, and our internal learning platform
- Free on-site parking

There's a lot more to us than meets the eye.
You may think you know us, but we're full of surprises. Intrigued? Join us andBe Phenomenal.Apply now at: https://www.three.ie/careers#Jobs

At Three, we are committed to diversity and inclusion. As Ireland's largest mobile telecommunications provider, we provide a better connected life for our diverse customer base, and want our teams to reflect this. We welcome and celebrate all identities and strive to create a culture of belonging where employees can thrive as their authentic selves. If you do not 'tick every box' in this job description, you likely have other valuable skills that would make you a great fit for one of our teams. If you feel this role is for you, then please apply #Jobs

If you require reasonable adjustments for your interview, please let us know when scheduling your interview, or alternatively, please email aoife.omeara@three.ie Apply now at Three, a Phenomenal career awaits

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