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Customer Service Team Leader

My Client, a Global Medical Device Healthcare company based in Citywest, Dublin are seeking to hire a Customer Service Team Lead on a permanent basis. This role is Monday - Friday, working 2 days in the office in Citywest and 3 days from home. This is a permanent position.

Responsibilities include -

  • Leadership of the NPWT CS UK & Ireland team in Dublin with the focus on Smart Customer Service

  • Management and coaching of assigned employees with the aim of exceeding quality and service specifications

  • Performance monitoring and evaluation of employees with a focus on the company & personal goals

  • Closely monitor service levels and KPIs across all channels as well as capacity planning

  • Motivation of employees to proactively contribute ideas in the sense of continuous improvement

  • Control of processes & continuous improvement within the CS dpt and with regards to cross-departmental processes with the aim to increase customer satisfaction in a smart way

  • Information and communication interface between the team and the Customer Service Manager EMEA

  • Close cooperation with other CS NPWT & other function departments in EMEA the OTC process (Field Service/Operations, Contracting, Sales & GSC) 

Experience Required -

  • Employee management and experience in key figure management and performance management

  • Experience in call coaching

  • Experienced in leading people through change

  • Continuous Improvement know how in order to identify wastes & improve processes within CS department

  • Very good affinity for numbers and routine in dealing with reporting tools

  • Relevant professional experience in customer service (min 2 -3 years leading teams); ideally in an international environment

  • Ability to lead employees and motivate them to perform at their best

  • Assertiveness, self-confident appearance and goal orientation

  • Good MS Office skills and experience with CRM and ERP

What's on offer -

  • Health Insurance: Laya Health, full family cover

  • Annual Leave days: 25 days plus service days 1 per 5 years of service up to a max of 30 days

  • Pension Contribution

  • Salary c.€70,000k

For a confidential discussion and more information on the role, please contact Sarra Hadi

sarra.hadi@collinsmcnicholas.ie

090-6478104