The Role
Leinster Appointments is currently recruiting for an Operations Manager in Co. Kildare.
This is a full time, permanent and hybrid position
Salary up to €60,000 plus benefits
Main duties:
• Communicate and deliver the customer support objectives
• Management of the day-to-day operations of the department.
• Responsible for the management and development of the department team and for controlling and improving the delivery of outstanding service to customers.
• Leading on change and process improvements to continual improve customer services and drive the business forward.
• Ensure the customer journey is of the highest standard that would be expected in such service delivery environment.
• Responsible for maintaining customer satisfaction through effective delivery of high-quality Customer Service, assignment of work to team members to ensure satisfactory completion of applications and queries.
• Build and maintain effective relationships both internally and externally.
• Responsible and accountable for key support metrics, practices, knowledge awareness, and delivery methodologies.
• Setting customer service targets for team members and helping them reach those goals.
• Monitoring and reviewing individual and team performance.
• Preparation of weekly and monthly performance reports, customer satisfaction surveys, etc.
• Schedule weekly and monthly staff rosters (onsite/WFM), management annual leave cover, and approve absence requests, etc.
The Person
• Previous management experience within a customer service environment is essential, with a customer focussed mindset.
• Ability to lead and motivate a large team of staff.
• Superior communication and interpersonal skills and engage with internal and external stakeholders
• Ability to engage, develop and foster strong relationships with colleagues and customers.
• Ability to project manage multiple queries and tasks.
• Lean Six Sigma experience desirable
