Customer Service Manager (SG636)

at  PRC Recruitment

OUR REFERENCE: SG636

Partnering with PRC we will provide you with unrivalled support to help you make the right decision in your next career move. As standard, we review your CV and offer advice on making you attractive to employers. We will provide you with the necessary interview preparation giving you a unique insight into how to prepare for your interview. Our consultants will guide you and manage the recruitment process allowing you to focus on securing the position. We do not want to waste your time, so our honest approach has gained us the reputation of being a reliable and trustworthy recruitment company. Candidates with the required skills and experience for this job vacancy will be contacted. If you are job seeking and you want us to register your CV, please send your CV to jobs@prcrecruitment.ie
Job Types: Full-time, Permanent
Pay: €60,000.00-€65,000.00 per year

Benefits:

• Company pension

Schedule:

• Monday to Friday

Work Location: In person
Reference ID: SG63

JOB PURPOSE

To ensure the operational excellence for both internal and external stakeholders with a constant focus on exceptional service delivery and service provision enhancements.

DAY-TO-DAY RESPONSIBILITIES

· Build and maintain an effective, cohesive and innovative service function, providing leadership and ongoing support to team members and colleagues.
· Effectively manage workloads, in line with departmental requirements, and adherence to all SLAs whilst delivering first-class service.
· Monitor and review individual and team performance activity daily, providing detailed periodical operational reports as required.
· Consistently review internal KPI metrics ensuring they are aligned with business objectives and ensuring maximum efficiency without impact on quality of service.
· Manage department projects and facilitate communication to ensure success in implementation and delivery.
· Work with our IT function to ensure our IT, Telephony and Infrastructure are best in class and meet existing and future operational requirements.
· Work with Business Intelligence to consistently deliver, review and evolve our operational reporting suite and quickly identify any trends based to drive operational effectiveness.
· Expansion and updating of employment law content on our internal AI system BrAInbox with continual focus on enhancing service provision.
· Management of internal library resources such as the letter generator so that template letters and guidance documents, etc. are kept up to date and commercially focused.
· Ensure awareness and understanding of additional services within the Group driving business development opportunities within the department.
· Conduct mentoring, one to one and bi-annual appraisal meetings with team members.
· Identify training needs, themes and trends as well as areas for improvement and communication of these across the department.
· Deal with client complaints and any service issues in a timely manner ensuring that a satisfactory conclusion is reached on all occasions.
· Manage resource planning for the department ensuring the service is effectively covered 24/7.
· Ensure a regular presence in our Cork office.
· Lead on recruitment for the department ensuring that staffing levels are maintained, and staff attrition is reduced whilst ensuring any areas of concern are highlighted and appropriate solutions proposed.
· Conduct, where necessary, any formal meetings such as disciplinary or grievance investigations providing relevant outcomes in line with the procedures contained within the Employee Handbook.
· Participate in external training events and conferences for clients and prospective clients, and to represent the business in external media events, to include radio interviews.
· Flexibility with work times as there may be occasions, particularly due to the 24/7 nature of our Advisory service, where you will be required to complete work outside of core hours, conduct training or team meetings, or resolve IT or operational issues.
· Carry out any other tasks deemed necessary by the Management Team.