Your new company

A reputable organisation within the public sector.

Your new role

• Work to continuously improve customer journeys, thus realising better customer experience, resulting in improved customer satisfaction scores.

• Support the management of the customer experience programme to monitor and analyse customer satisfaction through available escalation/complaint tools and survey results, identify operational improvement opportunities, create business case recommendations and implement approved changes proactively and regularly.

• Work with other functions to raise quality standards across the process and improve the quality and turnaround times of customer issues.

• Participate in the rollout of new/refined processes and training materials.

• Support the delivery of CRU and other regulatory requirements in relation to analysis of a bespoke CRU survey

• Support the customer experience strategy and programme and continuous improvement programme.

• Collation of the data analysis across the various reporting and customer experience datasets to deliver meaningful insights that can be used to proactively manage the customer experience.

• Collaboration with key internal stakeholders across the business.

• Drive service improvements through root cause analysis utilising all available data.

• Support the delivery of continuous improvement initiatives and promote a culture of process improvement.
  
  

What you'll need to succeed

• Relevant third level qualification and or accreditation is desirable and or relevant experience.

• Strong analytical skills and ability to identify and analyse problems and potential improvements and propose and implement solutions.

• Proactive, with the ability to work on their own initiative and with others to ensure success in the performance of a team.

• Proven effective time management skills with the ability to prioritise and remain focused.

• Proven ability to create and develop good working relationships to facilitate the accomplishment of work goals, coupled with the ability to gain commitment from others.

• Excellent verbal and written communication skills with the ability to convey messages in a clear and concise manner.

• Strong Computer skills with a proficient working knowledge of MS Word, Excel, PowerPoint and Outlook

• The ability to set up ongoing processes and procedures to collect and review information.

• Flexible with regard to working in a changing environment and the ability to adjust to new work structures, processes and requirements as necessary.

• Proactively identifying new areas of learning and using newly gained knowledge and skills on the job.

• Striving for quality and ensuring consistent high standards of work.
  
  

What you'll get in return

• Hybrid work model.

• Opportunity to work with a reputable public sector organisation.

Eligibility Requirements

• Currently living in Ireland and ideally based in the Dublin area.
• Currently, holding an EEA passport or valid Stamp 4 or Stamp 1G visa (visa must be valid for duration of contract)

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.