Now Hiring - Office and Customer Services Manager
Office & Customer Services Manager
This is a fantastic career opportunity for an experienced Office and Customer Services (CX) manager to join one of Ireland’s leading healthcare providers. As the company is undergoing significant expansion to meet the demands of the healthcare market, we are preparing strategic initiatives to underpin this growth. The CX Manager will be responsible for developing and applying a consistent customer experience (CX) measurement system of critical touchpoints, and in the achievement of CX goals through analysis, reporting and actionable insights.
The CX manager will have joint ownership, along with senior leadership, for the achievement of goals and objectives for assigned CX projects. This position requires a strategic thinker with a passion for customer service and a proven track record of improving CX metrics.
Critical to this role’s success is the candidate’s clear ability to clearly and concisely communicate with management and staff across all levels of the organization.
So, join our team as a top-level CX manager and lead the charge in creating exceptional customer experiences that drive business growth. Our company is committed to investing in the latest technologies and strategies to enhance the customer journey. You will have the opportunity to shape and implement a CX vision that delivers measurable results, and be part of a dynamic team that values innovation and collaboration.
This is a senior management role with Beechfield Healthcare and will command a competitive salary package.
The role is based in our HQ at Beechfield Healthcare, Clonminam Business Park, Portlaoise, Co. Laois, R32 FP59
- Develop and implement a comprehensive CX strategy, including customer research, journey mapping, and experience design
- Identify areas for improvement in the customer experience and develop action plans to address them Manage the performance of customer service teams, providing coaching and training to improve their skills and knowledge
- Monitor and analyse customer feedback, identifying trends and patterns to inform CX strategy
- Collaborate with cross-functional teams to ensure a consistent and seamless customer experience across all touchpoints
- Act as a liaison between customers and the company, ensuring that customer concerns and complaints are addressed in a timely and effective manner
- Monitor industry trends and best practices in CX, and incorporate them into the company's strategy and operations
Skills and Qualifications:
- Previous experience in one or more of the following areas: customer support, staff training, account management, implementation experience is required.
- 3-5 years of experience as a customer experience manager, customer support/service manager, or resource leadership position or equivalent.
- Experience leading a team is required. Project Management Professional (PMP), desirable.
- Excellent client-facing and internal communication skills.
- Excellent written and verbal communication skills.
- Excellent analytical thinking and problem-solving skills.
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