Back to Job Search

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