Overview

As the head of Customer Service you’ll lead and organise the entire customer services department, fostering a culture of excellence and responsiveness. Your mission will be to enhance customer satisfaction, resolve issues efficiently, and maintain strong relationships with all our partners.

Responsibilities:

· Department Leadership: Oversee the customer services team, providing guidance, mentorship, and strategic direction. Foster a collaborative and motivated work environment.

· Service Excellence: Set high standards for customer interactions, ensuring timely and effective responses to inquiries, complaints, and feedback.

· Process Optimisation: Continuously evaluate and improve customer service processes, including ticket management, communication channels, and resolution workflows.

· Customer Relationship Management: Build and maintain strong relationships with key stakeholders.

· Quality Assurance: Monitor service quality, track performance metrics, and implement corrective actions as needed.

· Complaint Resolution: Handle escalated customer issues, demonstrating empathy, problem-solving skills, and a commitment to resolution.

· Training and Development: Develop training programs for customer service representatives, emphasising product knowledge, communication skills, and conflict resolution.

· Collaboration: Work closely with other departments (sales, marketing, distribution) to align customer service efforts with overall business goals.

· Market Insights: Stay informed about industry trends, customer preferences, and emerging technologies to enhance service offerings.

 

Requirements:

· Proven experience in customer service management.

· Experience in implementing new systems, an advantage.

· Strong leadership skills, with the ability to motivate and inspire a team.

· Excellent communication and interpersonal abilities.

· Analytical mindset for data-driven decision-making.

· Passion for enhancing customer experience.

 

For more information Contact Leona at Arcon Recruitment
Leona Walsh Recruitment Consultant at Arcon Recruitment

Leona Walsh

Recruitment Consultant

Leona is the most recent addition to the Arcon Recruitment team. A Castlebar native She is a business graduate of  GMIT and brings with her valuable experience in the hospitality sector. Leona currently provides support to the admin / accounts division and spends a lot of her

day liaising with new and existing candidates.  

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