Customer Experience Manager

Ranked as one of Ireland’s best workplaces, by Great Place to Work. We are looking for an ambitious, hands-on, process improvement-focused Customer Service Manager to join our team on a full-time basis.  The successful candidate will work closely with our Head of Customer Experience and will have the ability to influence & drive improvements across our products and services.We are currently on an exciting transformation journey and require a 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.Responsibilities:Lead the new Tier 2 Customer Experience Support team.Responsible for identifying & gathering early insights into customer pain points.Work with and provide requirements to the CX insights team to ensure appropriate and relevant customer trends dashboards are implemented and monitored.Ensure key KPIs targets such as inbound SLAs, complaints and NPS are met.Work closely and collaboratively across the CX leadership team to ensure an aligned and prioritised approach to customer experience is maintained.  Experience & Skills:5 years experience managing a team in a busy B2C contact centre environment.Proven ability in process/service improvement.Strong Project Management skills.Comfortable with data and ability to gather insights from data sets.Experienced working with customer management systems such as CRM, Case Management, Knowledge Management, Phone Systems.Ability to work autonomously, priorities and multitask.Excellent communication, presentation & stakeholder skills.Career Incentive & BenefitsCompetitive salary & bonus structurePension Contribution Scheme after twelve months of servicePrepayPower Health Insurance Group Scheme & EAP with Laya HealthcareGreat career progression opportunities in a growing company with strong market growthFast-paced and friendly team environmentContinual training and development21 days annual leave, increasing with service.PrepayPower Staff TariffModern offices with excellent facilities in Sandyford and the flexibility to work remotelyEstablished CSR, Wellness and Social Committees, and great social events.Refer a Friend SchemeTax Saver Travel Tickets & Bike to Work Scheme Prepay Power is the market leader for Pay-As-You-Go electricity and gas in Ireland. We disrupted the energy market in 2011 with one purpose in mind: ‘To give people total control and complete transparency over their electricity costs.’ Over 160,000 customers have already switched to Prepay Power (and we’re still growing!). In a market dominated by semi-states and subsidiaries to large energy multinationals, we are Irish-owned and independent. Our service empowers customers to take control of their energy costs. Rather than the traditional market model of short-term discounts with significant terms attached, we help customers achieve long-term savings on the electricity, gas, and broadband that they use, which counts on every bill. Our approach is different and customer-driven. We pride ourselves on providing customers with an excellent level of service in an operationally efficient manner. PrepayPower is an Equal Opportunity Employer, we believe and treat all our employees, customers, and other stakeholders with dignity and respect.