Position Description:
The candidate will work within a dynamic team of dedicated professionals and be responsible for delivering excellent customer service across the multiple B2B service channels in a seamless and customer-friendly manner. Covering the I&C and SME markets in Ireland, the Service Manager will be responsible for a team of people as well as outsource providers and collaborating with other departments within Electric Ireland and ESB Group to deliver consistently excellent customer outcomes and continuous performance improvement through recognised market-leading customer service teams.
Key Responsibilities
* Manage and lead dynamic, geographically dispersed B2B customer service teams ensuring consistent service levels and efficient operations.
* Achieve Business Markets Strategic Objectives across all service channels.
* Owner of all B2B service business processes & customer data; B2B Service governance and continuous improvement of the processes including training and monitoring/reporting of process outcome: Owner/operator of Energy Services offerings to SME base.
* Owner of all customer services (e.g. equaliser, collective billing etc).
* Continuous improvement of service offerings & identifying need for new services.
* Initiate root cause analysis of service issues and implement plans to mitigate against such issues.
* Collect and analyse customer contact statistics.
* Capture data and prepare customer service reports including relevant customer insights and feedback to the wider team to assist future campaigns and improve performance.
* Owner of Cost to serve budget - Forecast and analyse costs against budget figures on a weekly and/or monthly basis.
* Owner of B2B call centre outsourced provider contracts, budgets and KPIs and performance of contracts.
* Owner of CSAT, NPS and CES - working with relevant teams in Electric Ireland to ensure consistent measurement and addressing key areas for improvement.
* Key liaison with billing, payments, credit control, residential service on behalf of Business Markets.
Experience and Qualifications
* Essential Either 3rd Level qualification or equivalent work experience and 7-10 years experience required
* B2B service management experience and/or sales management in a competitive market environment.
* Significant team management experience.
* Excellent interpersonal and written communication skills.
* Strong customer service focus.
* Analysing data, problem solving and decision making.
* Excellent planning and organising skills with ability to manage multiple priorities and meet deadlines.
* Innovation and creativity to adapt to changing environments/ circumstances.
* Ability to build and maintain an in-depth knowledge of the operation of the gas and electricity and energy services markets in Ireland so as to contribute positively to Electric Ireland's strategic objectives.
* Proven ability to develop and manage relationships with customers and other industry stakeholders including brokers, consultants, trade bodies and service providers.
* Proficiency in Microsoft Excel.
* Full driving license.