Customer Service Team Leader - SKY, Dublin Pike

We’ve worked hard to build a culture where people feel a genuine sense of belonging, wherever they work in our operations, and whatever their role. Our culture is grounded in our core values and our very strong commitment to delivering every day for our clients and their customers, getting everyonehome safely, and caring about your wellbeing.

We believe the diverse work we do really matters– whether we are connecting people and businesses to complex fibre networks, supporting large industrial projects and utilities, building modular spaces in which to learn, work or play, or delivering creative events to inspire and entertain.

Responsibilities

Managing Team members training to maximise their capabilities

Ensuring engineers are crewed on a daily basis to meet client and Actavo requirements.

Managing client relationships supporting field and back office capacity

Setting clear team goals, delegating tasks and set deadlines for your internal team

Provide one to one feedback to each team member on a monthly basis

Conduct team meetings to update members on best practices and continuing expectations

Develop strategies to promote team member adherence to company regulations and performance goals

Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints

Support the team manager and perform management duties when manager is absent or out of office

Requirements

2-3 years previous experience working in a high-volume contact Centre environment.

Excellent literacy, numeric and IT skills including proficiency in MS Office

Excellent organisational, interpersonal and communication skills required

In-depth knowledge of performance metrics.

Decision-making skills.

Exceptional customer focus with a positive can-do attitude.

Courteous and friendly professional telephone manner essential.

Benefits

Pension plan

Life assurance– 4 times your annual salary

Employee assistance programme

Refer a friend scheme

Maternity pay

Educational assistance

Career progression opportunities

Long Service Awards

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