Customer Service Team Lead

Dublin City Centre, Dublin
23 Nov 2016
30 Nov 2016
Anna Deeney
Job Type
Our Client is an established eCommerce company who has been in business for 30 years. They are moving its offices to Dublin. This is an exciting opportunity which allows you to be a part of a company starting up in Dublin while having the security of it being well established.

About the Opportunity

As a Customer Services Team Lead, your primary objective is to lead and manage the Contact Centre team to deliver results, develop and improve skills, quality and performance standards within Customer Operations. This will include supporting and managing the escalation process, identifying key issues associated, continuous improvement of our Contact Centre and increasing levels of employee engagement and customer satisfaction.

This position is located in Dublin City Centre, Ireland


The role will involve the key accountabilities below:

* Direct line management responsibility (leading approx 15-20 multi skilled Customer Advocates), but in any event will require significant influencing skills with internal stakeholders and external business partners
* Managing the resolution/negotiation of customer issues in a timely manner to minimise cancellations, maximize customer retention and increase revenue. Providing best in class service to both external and internal customers alike, whilst maintaining service levels
* Delivering Client Satisfaction, Service Level and Quality goals to ensure they provide a best in class Client experience to maintain their profitability and revenue
* Support the management team with proven tools and methodologies to facilitate change within Customer Operations
* Improve knowledge of the Contact Centre team to deliver enhanced SLA's


* Experience of operating within a targets driven challenging and fast moving operational environment
* Proven management experience working in a customer service environment
* Excellent communication and presentation skills
* Proven ability to influence at a strategic level
* Proactive, Enthusiastic and Motivated
* Able to operate confidently and collaborate at all levels within the business
* Must be a good team player

If you are interested in this role please send your CV to or give me a call on 016455230 if you have any other questions.