Head Of Customer Service

We are very excited to be recruiting an experienced Head of Customer Service that will manage a team of 18 Customer Service ambassadors based at a professional services company that specialises in information technology services and consulting.

The team is based across 4 sites in Dublin. If you have a strong management background with a focus on driving and implementing strategy on delivering the best Customer Experience, this could be the role for you.

The key responsibilities of this role include successful stakeholder management and establishing and maintain strong working relationships with our client as well as inspiring, engaging and guiding the team towards the achievement of excellent service standards.

You will be managing all aspects of the front of house service and be involved in day-to-day operations. As the Head of Customer Service, you will be leading, mentoring and coaching our team and work closely with our clients to deliver consistent first-class, professional service to them and their guests.

Success in your role will be measured by achievement of contractual key performance indicators, account retention, strong client relationships and contract growth. This will require introducing innovations that enhance and maintain a seamless and personal guest journey. Taking personal ownership and responsibility for the standards of service delivered to our clients and their business is a crucial part of this role.

The successful candidate has a true passion for a culture based on people and service. You are forward-thinking and innovative with business strategies, with the ability to lead and positively influence the business and client stakeholders. You have effectively managed large teams and played a vital part in employee welfare initiatives.

The successful candidate will have:

• Strong experience of managing Front of House operations, including business and guest service support, ideally working in either luxury hotels, premium airlines, high end retail, or a corporate business environment.
• Strong experience managing and mentoring people.
• Strong leadership skills demonstrating the ability to give guidance on role expectations and be able to coach individuals and the team to develop their ability and strengths.
• Excellent problem solving and multi-tasking skills.
• The ability to communicate effectively to stakeholders and an excellent command of the English language, both in verbal and written communication.
• Exceptional interpersonal skills and a natural ability to positively influence business decisions.
• A strong sense of responsibility and professional presentation.
• The ability to work well under pressure and act both proactively and intuitively.

Occasional UK travel may be required.

Why Rapport?

Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport.

We are committed to equality of opportunity and inclusion within the workplace, and we celebrate everyone's differences and diverse backgrounds. We have created a number of Employee Networks as part of our "Be Yourself at Rapport" programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do.

Our Ambassadors' mental and physical wellbeing is very important to us, and we continue to have a real focus on providing the varied support and initiatives for our teams to get involved in.

Rapport is also a Disability Confident Employer and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.

Some of the benefits you will have access to:

• Pension
• Life Assurance
• Access to our Perks directory for various discounts (including eating out, hairdressers, days out and general as well as high street shopping)
• WOW Awards to celebrate our brilliant Ambassadors nominated for their exceptional service by our guests and clients

Job Category Reception Manager/Front of House Account Manager