Service Delivery Lead

2 weeks ago


Dublin, Dublin City, Ireland Greater Giving, Inc. Full time
Job Summary

The Service Delivery Lead will play a vital role in delivering exceptional service to customers in the UK & Ireland market, ensuring seamless interactions and efficient issue resolution.

This role requires a strong focus on customer satisfaction, process improvement, and team leadership, with excellent communication and interpersonal skills to collaborate effectively with internal and external stakeholders.

Main Accountabilities:

  • Develop and execute service delivery strategies that align with business objectives and customer needs.
  • Lead a team of customer service representatives, providing guidance, coaching, and development opportunities to ensure they possess the necessary skills and knowledge to deliver world-class service.
  • Analyse customer complaints and feedback, identifying areas for improvement and implementing targeted solutions to prevent recurrence.
  • Collaborate with other departments to ensure consistent branding, messaging, and customer experience across all touchpoints.
  • Monitor and report on key performance indicators (KPIs) related to customer satisfaction, service level agreements (SLAs), and first-call resolution (FCR) rates.
  • Participate in brainstorming sessions to generate innovative ideas for process improvements, product enhancements, and marketing initiatives.
  • Support the development of training programs and materials to equip team members with the necessary skills to deliver exceptional service.


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