Collins McNicholas

The Senior Customer Service Specialist will work closely with the management team providing guidance and support on systems, processes and performance improvement. The main responsibilities of this role fall into 3 categories:

  1. Mentoring – Supervising, mentoring and motivating a team of Customer Services Support Specialists to ensure targets are achieved and enabling the business to deliver an exceptional customer experience.
  2. Team Lead Support – Team Lead Support – Assist Team Leads in developing a team-based culture with particular focus on increasing operational efficiency, reducing potential process/order errors and enabling the business to deliver an exceptional customer experience.
  3. Training – Training will make up a large part of this role in order to ensure that all new-hires along with the existing team are fully equipped and prepared to serve our customers to the highest standards. Ongoing and continuous improvement of the training materials and training methods will be necessary to ensure that the Training cycle-time is optimised for more effective on-boarding and rapid adoption of any changes. You will carry out regular training needs analysis to identify key focus areas for ongoing training for all agents.      

Responsibilities:

  • Ongoing mentoring, coaching and training will be required to drive a successful CS experience.
  • Organising the workload for the team and ensuring resources are available to meet business requirements.
  • Assist Team Lead in ensuring that all Customer Service KPI’s are met on a consistent basis.
  • Act as an escalation point for your team and for customers.
  • Assist in managing remote team members either based in other offices or working from Home.
  • Design, manage and deliver Customer Service induction & continuous training programmes.
  • Identify continuous improvement opportunities to drive customer loyalty and cost effectiveness.
  • Work closely with subject matter experts and partners to develop content for existing & new programmes.
  • Continuously review opportunities to streamline processes and work with the Customer Service Support Team to drive efficiencies and improve the customer experience.
  • Monitor calls, review orders and provide on-the-job training and mentoring to ensure that all CS Specialist competencies are maintained to the highest standard.
  • Collaborate and share best practice with other Customer Service Senior Specialists within the organisation ensuring consistent and up to date knowledge of all business processes.
  • Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Customer Service activities.
  • Establish a solid training approach that supports a quicker and more efficient on-boarding of all new hires across the team.
  • Ensure training policy, procedures and activities support successful ISO audits.
  • Keep appropriate records of all training activities and ensure such records meet and exceed any audit requirements/standards.
  • Advanced German language skills desirable.

Minimum Requirements

 

  • Minimum 1-2 years’ experience mentoring and coaching teams in a Customer Service environment.
  • Solid understanding of sales distribution and logistics. Medical industry experience is a distinct advantage.
  • Expert knowledge of Customer Service KPIs and metrics.
  • Proven track record delivering continuous improvement projects and CS initiatives in a changing environment.
  • Previous experience in process and procedure writing in an ISO regulated environment
  • Previous experience dealing with regulatory bodies such as MHRA and Legal Manufacturers an advantage.

Minimum Requirements

 

  • Minimum 1-2 years’ experience mentoring and coaching teams in a Customer Service environment.
  • Solid understanding of sales distribution and logistics. Medical industry experience is a distinct advantage.
  • Expert knowledge of Customer Service KPIs and metrics.
  • Proven track record delivering continuous improvement projects and CS initiatives in a changing environment.
  • Previous experience in process and procedure writing in an ISO regulated environment
  • Previous experience dealing with regulatory bodies such as MHRA and Legal Manufacturers an advantage.

For a confidential discussion and more information on the role, please contact Deirdre Moran on 091706710 or email deirdre.moran@collinsmcnicholas.ie.

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