Head of Customer Services

Head of Customer Services

Dublin City Centre
Customer Service, Call Centres & Languages, Insurance, Senior Appointments

€80,000 plus benefits

  • Bonus
  • Pension
  • Social
  • Training
Experience required:
8-10 years; CIP or APA qualified; Customer Care Strategy development experience and success.

Head of Customer Services – Insurance

This job has been created within one of Ireland’s best known brands with a huge and historical reputation, trusted by consumers in an industry with a lot of  'noise' and distrust. The working environment is young and energetic, complemented by a highly engaged senior leadership team. The company trains relentlessly with an evolved HR strategy of building future leaders from within the business by investing in its people.

A breakdown* of the requirements and day-to-day of the position as follows:

  • Define the overarching strategy for customer care, taking input and strategic support from the senior consumer teams to ensure delivery of outstanding, world-class customer experience  
  • Supported by the Sales teams, develop core insights which enable the business understand the triggers required for customer experience  
  • Manage a team of 5 direct reports with further 60 reporting in to them
  • Manage the customer experience journey and roadmap for both online and traditional channels
  • Own the full accountability for 'consumer initiation' - shaping and implementation phase - including internal approvals/governance, detailed planning, execution and post implementation analysis. You evaluated propositions' performance and share results and learnings with stakeholders including Senior Management
  • Drive effective engagement from all relevant cross-functional teams (Finance, Marketing Communications, Procurement, Technology, Care, On-line, Pricing, Legal & Regulatory etc) building highly motivated and focused project teams.
  • Manage their involvement and requirements in the definition and delivery of a new and improved Customer Experience proposition.
  • Provide timely and adequate management reporting to ensure that performance across Consumer is visible and in line with revenue and base targets
  • Track revenue and base performance across consumer and prepare remedial action plans where variances are identified Identify market threats and take appropriate action to protect consumer voice base and revenue

To be considered for interview, you must present a profile including:

  • 8-10+ years experience working in a similar role.
  • CIP qualified with a working knowledge of the Insurance industry 
  • ***Falling short of full CIP qualification, you could present 3 APA's and the intention to sit the remaining 3 in a reasonable timeframe
  • An obvious passion for championing the voice of the customer while enabling the objectives of the business.
  • A demonstrable background in leading teams through change while maintaining business as usual.   
  • Strong Project Management skills
  • Process design and re-engineering experience
  • People Management experience.

The package on offer is €100K+

To hear more about this job or to discuss your suitability, call Louise O'Reilly on 01 6325043. In the meantime, please do submit your CV through the portal toe het side. Your CV will not be sent to any third party without your consent. Many thanks! Louise. 

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