Our client, a key organisation within Ireland's communications sector, is seeking a Customer Service Specialist to join their high-performing team.
This is an exciting opportunity to play a pivotal role in shaping service excellence at a national scale. As a trusted recruitment partner, we are inviting applications from candidates with strong customer care, call center and operational expertise.
In this role, you will ensure that the quality of service delivered across all consumer interactions-queries, complaints and escalations-is consistently of the highest standard. You will develop and implement a comprehensive quality programme, working closely with both internal teams and outsourced vendor partners to drive continuous improvement, operational efficiency, and consumer satisfaction.
Key Responsibilities
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Design and implement a bespoke Consumer Care Quality Programme tailored to complex and varied case types.
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Conduct deep-dive analyses to identify process and policy gaps, recommending and implementing corrective actions.
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Partner with vendor teams to develop strategies that maximise consumer satisfaction and improve service quality metrics.
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Collaborate with vendor operations to enhance agent productivity through improved processes and guidance.
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Become the internal subject matter expert for regulatory and legal requirements informing consumer care policies.
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Work closely with the Consumer Care Data Analyst to maintain robust reporting standards and data hygiene.
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Ensure the outsourced vendor meets all contractual obligations and agreed service quality KPIs.
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Engage cross-functionally with internal stakeholders to identify and resolve service delivery challenges.
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Develop, implement, and monitor frameworks for measuring consumer satisfaction at scale.
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Manage day-to-day relationships with the outsourced vendor, supporting complex query resolution and contact-handling improvements.
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Conduct calibration sessions with vendor partners to optimise agent performance and quality consistency.
Qualifications & Experience
Essential:
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Extensive experience in customer care or a similar environment, including leadership and quality management responsibilities.
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Strong track record managing operational KPIs and delivering sustained performance improvements.
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Excellent written and verbal communication skills.
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Ability to develop and manage multi-stakeholder programmes of work.
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Proven experience working collaboratively across all levels of an organisation.
Desirable:
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Experience in vendor management or operational excellence.
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Background in developing customer support quality frameworks.
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Professional quality certification (e.g., COPC or similar).
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Experience with lean or Six Sigma methodologies in a customer support context.
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Experience writing quality system specifications.
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Experience working with regulatory or legal stakeholders.
