Additional Information:
Location:North County Dublin
Hours: 8.30am-5.30pm Monday to Friday
Package: Salary DOE + Quarterly Bonus + Company Pension contribution + Attractive Annual Leave (increasing with service)
The Role:
The primary function of this full-time, office-based role is to provide managerial guidance and support for the Customer Services team. You will act as a point of contact for Senior Management regarding delivering total customer satisfaction through all communication channels.
The ideal candidate will have min 3 years’ proven experience managing a small CS team, ideally with a background in freight, logistics or supply chain. You will be a a pro-active individual who is dedicated to managing the Customer Service team to achieve and deliver a high standard of professional service plus continuous improvement, throughout the departments.
Essential Criteria & Key Competencies:
- 3 years+ management experience, preferably in a similar freight / logistics environment
- Excellent leadership and people skills with a hands-on approach to management.
- Excellent communication and interpersonal skills (oral & written).
- Customer focused with a proven track record of meeting and exceeding customer expectations.
- Previous experience dealing directly with customers and attending customer meetings.
- Reporting and presentation skills.
- Must ensure professional approach in all aspects of the role and ability to follow through on queries until resolution is sought.
- Ability to prioritise workload and ensure all targets are achieved.
- Excellent attention to detail and analysing skills.
- Reporting skills.
- Self-motivated and driven to achieve set targets.
- Ability to adhere to strict deadlines.
- Ability to work on own initiative.
- Flexible attitude to work.
- Degree/Qualification in relevant field desirable.
Responsibilities:
- Guides and monitors BAU Analysts.
- Quality checks & reviews of regulatory filings.
- Monitors workflows & processes.
- Timelines & processes planning.
- “Gatekeeper” for client related queries during filing season.
- Agent of change – reducing risks, optimizing & scaling up existing service offerings.
- Service level agreements – adherence & monitoring.
- Operational reviews with Clients (post-mortems).
- Constant upskilling & training of BAU analysts.
- Continuous improvements.
Accountabilities:
- Management of the Customer Service team to ensure that all client queries are logged, and responses given within an appropriate & agreed timeframe.
- Responsible for the administration of the Customer Services Department- to manage all issues e.g., monitor and review attendance, implement HR policies, return to works, team meetings, payroll, investigation, and disciplinary meetings, manage grievances in a timely fashion in line with Company policies.
- Approve all holiday requests whilst ensuring adequate cover for each role within the Department.
- Prepare and issue weekly KPI reports to Operations Office Manager.
- Provide regular internal and ad hoc reporting on time – work closely with neighbouring departments and management.
- Identify annual training needs for customer service department to ensure departments are developed in line with industry needs.
- Attend all client meetings / QBR’s as required, to deliver an account of the Customer Service function where customer query resolutions are managed.
- Consistently review the operation to seek continuous improvement in customer service and cost management.
- Manage and ensure Health and Safety practices are adhered to within Department.
- Other duties associated with Health and Safety when required.
- Responsible for the completion of the accident and incident investigation reports when they are reported.
- Team Management- lead and motivate your team to ensure Department KPI’s are achieved, and excellent Customer Service is provided to all customers and suppliers.
- Ensuring all new starters receive training and managing the performance reviews process.
- All other associated duties as required.
*NB: All applicants CVS will be reviewed and should your skillset match our client’s requirements, we will contact you via email / mobile. We are also happy to consider you for other open opportunities within Firstaff. If however, you object to us holding your data on file, please acknowledge via email by return.
*Please see our Privacy Policy below*
Contact
Mary O’Rourke
Senior Recruitment Consultant
- mary@firstaff.ie
- +353 1 679 7766
- +353 86 263 2535
-
Firstaff Personnel Consultants
85/86 Grafton Street
Dublin 2
Ireland