Dublin
Management
48,000-50,000 Euro per annum

About The Role

To provide comprehensive support to the Customer Services Centre & Operational Services Support to APCOA operations by further developing and managing; CSC processes, procedures; monitoring and driving performance and interfacing with Clients and Customers alike

What you’ll do

Liaise with and manage the work provided by (and contractual relationships with) third party suppliers as identified by the Operations Director
Act as escalation point for complaint/issue resolution (day to day and high level complaints) for customers, trade associations and internal/external clients.
Maintain positive business relationships with the CSC Client base, both internally and externally
Attend Contract Review Meetings in a client-facing capacity, and deputise for the Operations Director at meetings, presentations and reviews as necessary
Capably contribute to the exploration of new business opportunities
Make formal presentations to existing and targeted future clients on CSC services
Contribute to and manage internal projects (via established change control processes) as directed by the Operations Director
Monitor and control Profit & Loss accounts to ensure healthy financial performance of the department and its budgets
Ensure KPIs are met and that there is no adverse financial impact due to CSC performance
Be responsive to the client’s needs and work in partnership with the client to support the delivery of their business plan.
Attend regular meetings with the client to review service delivery and financial performance.
Build excellent, robust and beneficial relationships with the client, suppliers and internal support services.
Complete and file all relevant documentation in accordance with Company Policies and Procedures.
Manage the ISO standards and keep file updated.
Manage Softworks assisting other manager with queries and updated and access levels required
Recruit, discipline and reward colleagues as appropriate and respond to any colleague grievances.
Develop and implement one-to-one assessments for all colleagues, identify and respond to colleague training needs.
‘Cascade’ information to all team members and maintain good communications throughout the operation.
Ensure that the Company’s Equal Opportunity Policy is always fully implemented
 
What You'll Bring:
Proven experience in a Customer Service/Call Centre environment – minimum of 2 years’ experience.
Excellent communication and interpersonal skills at individual, team and group level and equally comfortable and effective in communicating with front line colleagues, managers, directors etc.
Capable of producing informative reports and effectively communicating orally and in written form
Numerate and literate and experienced with Microsoft Office tools
Experienced in setting and delivering revenue and cost budgets and KPI performance
Strong leadership skills and people management skills
Ability to motivate and train staff to produce positive results
Able to build, develop and maintain positive working relationships with clients, suppliers and internal support services.
Self-motivated, proactive nature
Excellent problem solving skills
Good organisations skills
Experience in client facing roles
Full Clean Driving Licence
 
 
 



 

What we’ll offer you

Salary €48,000 - €50,000

Based – Dublin Head Office

Mon-Fri

40 hours per week

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