As Customer Service Lead, you will join a leading Irish semi-state utility company who are responsible for the delivery and maintenance of utilities across Ireland. Your new office is conveniently located in Dublin City and is accessible via public transport. Your new company requires you to join their team until June 2025. You will have a hybrid working model, 2 days in the office, 3 days at home.

As Customer Service Lead, you will report to the Complaints, Case Management and High-Profile Escalations Lead and will play a strategic role in supporting the management of aspects of customer service for your new employer.

Your duties will include but are not limited to supporting the implementation of the strategy for the customer service function, supporting the implementation of KPIs to ensure quality and consistent performance of the Customer service team, supporting the team track performance levels regarding all inbound and outbound contact types, supporting the management of and continually seeking to improve the end-to-end customer complaints capability, working to continuously improve customer journeys, supporting the management of the customer experience team to monitor and analyse customer satisfaction, participating in rollout of new/refined processes and training materials, supporting the management contact quality programme and conduct regular voice of the customer sessions with frontline advisors, working with other functions to raise quality standards, handling escalated customer enquiries and complaints, KPI report generation, supporting with the on-call rota when required and all general administrative and support duties that fall into your role.

This is a great opportunity for you to gain excellent strategic customer support experience within a reputable Irish semi-state organisation.

You will ideally have recent relevant experience in a similar customer care function at management level, previous experience working in utilities is advantageous. A proven track record dealing with complex customer issues is essential. The ability to develop and maintain effective partnerships with key stakeholders both internally and externally is necessary. Strong analytical skills and the ability to identify and analyse problems and potential improvements and propose and implement solutions is required. Proven experience demonstrating adaptability and the ability to change focus and direction in line with business strategy and requirements is necessary. You will have strong IT skills with proficient working knowledge of MS Suite, including Word, Excel, PowerPoint and Outlook.

With clear and relevant examples of your career achievements within a customer support environment at management level, you will be a strong candidate for this role.