Customer Service Representative
1 month ago
Operations Dublin Permanent PART 1 : Role Details Role Title Customer Service Back Office Manager Department In home Reports To Operations Manager Location Dublin PART 2: Role Purpose This role requires a person with a high emotional IQ allied to an ability to think on your feet.
You must have the ability to motivate and engage your team to deliver a level of excellence that has become the standard for this role.
This role is based in Dublin 24
Benefits: Life assurance – 4 times annual salary Pension plan Employee assistance programme Refer a friend scheme Cycle to work scheme Paid maternity leave Ample free on-site parking Career progression opportunities Employee discounts – on hotels, gyms, electronics and more PART 3: Principal Responsibilities Adhere to and maintain compliance with all Health and Safety procedures within your work. Ensuring you are responsible for yourself and/or team members who report into you Operational management of the back-office team to efficiently handle incoming transactions (via phone, email, work management system) Consistent and laser focus on Customer Experience Development of key client relationships and working closely with the client in the pursuit of delivery excellence Delivery to contract key performance indicator targets including Operational, Financial and Safety performance Responsible for workforce management (Back Office and Field workload forecasting, resource planning and scheduling) 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 for NPI – New product /service introduction Management of the complaints process and associated reporting PART 4: Person Specification Experience Experience in the telecoms sector would be an advantage 4+ years’ experience in managing a back-office environment including managing multiple team leaders Skills & Competencies (evidence of)
Technical Advanced Microsoft Word, Excel & PowerPoint Interpersonal Excellent organisational, interpersonal and communication skills required Business Skills People Management Communication Delegation and Time Management Networking Project Management and Planning Personal Excellent communicator who enjoys working in a fast-paced environment
ACT 1
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