The Manager will be ultimately responsible for all day to day Operations of Customer Service Centre of APCOA Parking Ireland. To provide high quality services to our clients and ensure consistency in delivery of services, implementing best practices procedures across all contracts. Overall responsibility to lead, motivate, manage the teams to ensure we achieve our monthly targets
What you’ll do
Manage the day to day activity in the CSC motivating and leading the team
Collaborate with relevant Management Team to deliver best practice and uniform service to Customers.
Manage issue resolution with customers including co-ordination and closure of short term and long-term corrective actions.
Drive corrective action where service levels are not being met
Monitor KPI targets across all operations and set and maintain standards of performance for all operational activities
Ensure ongoing informal feedback is gathered from customers
Ultimate responsibility for your team, including recruitment, retention, training, performance evaluation and continued development.
Undertake annual performance and development appraisals of all CSC Staff
Implement monthly reporting system based on operational activity to Senior Management
Ensure corporate adherence to guideline especially regarding but not limited to health & safety, Quality Systems, planning guidelines, government regulations
What You'll Bring:
Qualification in Business/Finance or equivalent qualification.
5+ years experience in Operations Management Role in Customer Service Environment
Enjoy dealing with new and existing clients
Be very customer focused with strong communication and interpersonal skills
Enjoys working in a challenging often changing environment
Proactive individual with strong business acumen
Strong negotiations and influencing skills.
Excellent organisational, verbal and written capabilities required with the ability to think creatively and strategically while proposing and following through on new initiatives