Role: Customer Service Manager
Location: Naas, Kildare (onsite)
Type: Permanent - Full Time
About the Role:
This role for a Customer Services Manager to lead and manage the customer service function as part of overseeing the operations of the business unit. This individual will play a significant role in shaping and enhancing the customer experience, driving business process improvements, and ensuring high levels of customer satisfaction across our services. This role requires a strong leader who can manage a challenging customer service environment, drive business process improvements, and enhance customer satisfaction.
Key Responsibilities:
Customer Service Management:
- Responsibility for the management and development of the Registration team and for controlling and improving the delivery of outstanding service to our customers.
- Implement customer service policies, procedures, and standards to ensure consistency and quality in service delivery.
- Monitor and analyse customer service metrics, including response times, resolution rates, and customer satisfaction scores, to identify areas for improvement.
- Handle escalated customer complaints and work closely with internal teams to find satisfactory
2. Business Process Improvement
- Identify, design, and implement business process changes to improve operational efficiency, reduce processing times, and enhance the customer experience.
- Lead projects aimed at improving service delivery, including the adoption of new customer service platforms (MS Dynamics), automation of routine tasks, and optimisation of customer communication
3. Team Leadership and Development
- Manage and mentor a team of customer service representatives/administrators, providing coaching, training, and development opportunities to build a high-performing team.
4. Customer Relationship Management:
- Proactively engage with key stakeholders, including customers, and partners, to gather feedback and insights to inform service improvements.
- Act as the voice of the customer within the organization, ensuring that customer needs and expectations are represented in decision-making processes.
- Build and maintain strong relationships with key customers, addressing their unique needs and ensuring a positive customer journey.
5. Change Management
- Lead the customer service team through periods of change, ensuring that team members are supported and motivated during transitions.
- Evaluate the impact of changes on service delivery and customer satisfaction, making necessary adjustments to ensure continuous improvement.
Experience:
- Bachelor's degree in Business, Management, or a related
- A minimum of 5-7 years' experience in a customer service management role, preferably within a business processing or administrative environment.
- Demonstrated experience in leading and managing teams through business process changes and
- Strong leadership and people management skills, with experience in coaching, mentoring, and developing teams.
- Experience with CRM systems (MS Dynamics preferred) and customer service software, including knowledge of automation tools and digital communication platforms.
- Strong analytical, problem-solving skills, and report writing skills, with the ability to analyse data, identify trends, and make data-driven decisions.
- Experience in managing customer service systems and technologies, with a good understanding of how these can be leveraged to improve service delivery.
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.
