Head of Customer Care - Customer Service : News : Jobs : Training

The Company
Our client is a leading provider of mobile services offering communications solutions to over 1.7 million customers in Ireland. They pride itself on its strategic and innovative solutions, putting the customer at the centre of everything it does.
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This role is a senior leadership role within the business inputting to the overall business strategy and having overall operational responsibility for our Limerick centre through direct management of the Customer Care Established and eCare teams with dotted line responsibility for the Business Service Centre. The incumbent also acts as senior touch point for other non direct reports on site such as Facilities, FCO and Technology.
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Reporting to the Consumer Director, the Head of Customer Care is responsible for leading and implementing a value add strategy across inbound and outbound voice channels. This person will lead a multi-disciplinary team of professionals and will influence at all level of the business. They hold responsibility for sourcing and management of outsourced telesales channels and accountability for supporting delivery of revenue targets through all voice channels. This must be balanced with the primary accountability for providing excellent service and standards of customer care across pre and post pay customer segments and supporting the complaints management process and customer charter.
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The role requires a strategic individual with significant customer service and sales expertise and an appreciation of the telecommunications industry in the challenging Irish market. Exceptional commercial and business awareness, and the vision to develop strategic insights and sales opportunities in conjunction with the Consumer Leadership Team are needed.
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The incumbent will work with colleagues in Europe to develop and implement cost effective sourcing strategies for customer service delivery; leveraging and optimising the TEF Europe relationship whilst maintaining excellent service delivery and delivering on customer experience.
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The role holds accountability for the commercial relationship and delivery of customer service support on an outsourced partnership basis to our Partners, from the Limerick site.

This position will form a key part of the Consumer Leadership team and will have an accountable contribution to make to the overall Consumer PL.

The Position

Responsibilities and Duties:

• Contribute to the Consumer Leadership team at a tactical and strategic level to achieve the Consumer Trading and PL targets.
• Lead and implement the ongoing review of customer service and sales strategies, policies and organisational structure facilitating a shift in customer and colleague behaviour towards self service, while adapting to changing business and customer requirements, identifying opportunities to deepen and add value to customer relationships.
• Lead the implementation of a revised methodology in Customer Satisfaction surveying, coupled with root cause analysis to drive significant improvements in Customer Satisfaction for Customer Care and overall brand CSI.
• Delivery of a leading edge Customer Service Centre focusing on the Customer needs and delivery of service through all channels.
• Assume full responsibility and accountability for costs, opex, revenue, gross margin and sales targets for all activity in voice channels inbound and outbound.
• Full accountability for managing the PL for the customer service function and managing the commercial relationship for customer service.
• Ensure appropriate benchmark metrics are developed and maintained that will deliver enhanced performance and customer experience with focus on First Time Resolution and Top Box Satisfaction.
• Lead, manage and develop high performing teams with diverse skill sets, championing performance and people development to maximise potential, performance and productivity across the centre.
• Ensure that the business optimises the degree of automated service for customers at an appropriate level of experience where self serve is value added rather than a source of irritation and customers choose to adopt it.
• Understand and analyse the customer experience to identify processes and procedures that can be improved and optimised.
• Develop and implement a ?closed loop? process to ensure procedural gaps and failures, and policy concerns are reviewed at appropriate level of seniority by business owners for corrective action.

The Person

Skills/ Experience:

• Strategic awareness, ability to influence key stakeholders and business owners at all levels. With a proven track record of working cross functionally in a large organisation.
• Experience of initiating, leading and driving organisational and cultural change.
• Proven leadership and team working skills with the ability to develop and motivate a high performance culture in a diverse population.
• Significant experience in leading at a senior level in single or multisite environments. (At least 400 people) with full budgetary responsibility for cost/profit centres in excess of 12m.
• Exceptional communication and interpersonal skills.
• Proven track record of developing and delivering customer service and call centre strategies in dyna

Article source: http://www.irishjobs.ie/JobDesc.aspx?Id=6606691

Source: http://customer-servicehq.com/2011/10/09/head-of-customer-care/

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