Job Description
At {company}, we are committed to leading the transition to a secure, affordable low-carbon future through our "Networks for Net Zero" strategy. This role plays a critical part in this initiative by focusing on customer excellence and embedding a customer-centric culture.
About the Role
This exciting position combines hands-on customer experience management with strategic oversight to drive customer excellence and embed a customer-centric culture within the organisation. The ideal candidate will bring expertise in customer engagement, instructional design, and employee training with a strong focus on customer-centric service models.
Main Responsibilities
* Design and implement a customer-centric service model in collaboration with teams serving customers across current and new customer journeys
* Drive initiatives to continuously improve employee engagement around customer service goals and lead the ongoing development of Customer Improvement Plans with business teams
* Develop and execute a comprehensive customer experience engagement and training strategy that aligns with company goals, business needs, and enhances customer focus
* Support business teams to understand the importance and benefit of effective customer communications and develop targeted communications plans for customers/communities
Key Qualifications
* Experience in designing and implementing customer centricity programmes, methodologies, and implementing employee engagement/training strategies
* Experience in customer service transformation, customer experience, customer engagement, and training or related activities
* Excellent project management and organisational skills
* Strong analytical skills, with the ability to generate insights that drive positive change for customer experience and satisfaction
What We Offer
* A competitive salary of €69,000 to €81,000 per annum
* An opportunity to lead Ireland's transition to a net-zero carbon future
* Progressive, hybrid working model
* Career development through mentoring and training
* Corporate Social Responsibility opportunities
* Sports and Social Clubs networking opportunities
* Credit Union
* Generous Pension
* Access to staff well-being programmes
* Generous parental leave entitlements
* Comprehensive Diversity & Inclusion programme
* A great team environment working to our Core Values: Courageous, Caring, Driven, and Trusted