Customer Service Manager

Our Company:PrePayPower is the market leader for Pay-As-You-Go electricity in Ireland. We were set-up with one purpose in mind: 'To give people total control and complete transparency over their energy costs.' Over 160,000 customers have already switched to PrePayPower (and we’re still growing!). Are you someone who is customer obsessed, always driving to ensure customer satisfaction at every level? If so we currently have an excellent opportunity for a Customer Service Manager to join our Customer Experience team. We are currently on an exciting transformation journey and require dynamic and enthusiastic Manager to join our CX leadership team. We are looking for a problem solver and true team player. We are looking for someone that constantly strives to make things better and never settles for the status quo.What will you be doing?Our people enjoy challenging work that stretches us individually, and being part of a high performing team where everyone is aligned and engaged to achieve the business goals. You will be responsible for maintaining and driving this high-performance culture to deliver excellent experience for our customers. You will use data and metrics to verify we are meeting our objectives and take remedial action as needed. You will lead and develop a high performing first line customer service team (in house). You will have responsibility for over 50 employees with the autonomy to drive changes in order to provide superb levels of customer service. culture to deliver excellent experience for our customers. You will use data and metrics to verify we are meeting our objectives and take remedial action as needed. You will lead and develop a high performing first line customer service team (in house). You will have responsibility for over 50 employees with the autonomy to drive changes in order to provide superb levels of customer service.Responsibilities:Provide leadership, development and coaching of a team of Contact Centre Supervisors and Agents.Maintain a framework that promotes positive team culture, ensuring agents and supervisors are motivated and valuedWork with recruitment team and supervisors to maintain staffing levels and have structure in place to recruit candidates of the highest calibreContinuously monitor and report on call drivers and customer sentiment, responding both reactively and proactively to issues and trendsEnsure key KPIs targets such as inbound SLAs, repeat calls, complaints and NPS are achievedMaintain accurate call forecasting models and effective staffing in line with forecastsEnsure effective process in place for agent rostering, maximising agent productivity.Work with CX training to ensure a consistent and relevant training & quality programme is in place across the contact centreChampion the customer internally ensuring customer pain points are remedied at source ensuring re-occurring issues are rectified.Work with the Tier 2 Customer Services Manager to ensure a streamlined process for the transition of complex cases to tier 2 agents for proactive and timely resolution.Own the internal tier 1 processes, ensuring there are always aligned to providing an exceptional customer experience.Work with and provide requirements to the CX insights team to ensure appropriate and relevant customer trends dashboards are implemented and monitored.Identify and lead on continuous improvement initiatives.Make data driven decisions around team organisation and priorities.Work closely and collaboratively across the CX leadership team (Tier 2 Customer Service, CX Operational Excellence, Digital Transformation) to ensure an aligned and prioritised approach to customer experience is maintained.Experience: Proven experience managing a team in a busy B2C contact centre environmentDemonstrable ability to gather actionable insights from data setsIn-depth working knowledge of customer management systems such as CRM, Case Management, Knowledge Management, Phone SystemsProven track record of implementing continuous process/service improvement best practices in a contact centre environmentAbility to work autonomously and prioritise multiple projectsExcellent verbal and written communication skills·     Person Specifications:Strong people management skillsResults focused, data orientated and comfortable delivering to targetsExcellent time management and organisationProblem solver, creative thinkerStrong execution and customer focussed.Enthusiastic, Self-driven & pro-activeOpen to learning and developing skills and capabilities.Collaborative spiritPrePayPower is an equal opportunities employer.