Cache of job #13938396

Job Title

Customer Experience Manager- Bge

Employer

Fexco

Location

Killorglin, Kerry

Description

FEXCO Managed Business Solutions and Outsourcing currently have a vacancy for a Customer Experience Manager to join the Bord Gáis Energy team based in Killorglin, Co. Kerry. Job Purpose: An exciting opportunity has arisen to manage all elements of Quality and Change function impacting the Bord Gáis Energy Contract.The role of the Customer Experience Manager is to identify and champion delivery of best practices across the contract. Main Responsibilities: Deliver on the ethos ofMBSO, namely ‘The Voice of the Customer’. Develop and maintain theCustomer Experience function across the Bord Gáis Energy contract. Ensure that the operationalQuality framework and Change Management procedures deliver to the clientand companies’ needs. Constantly uphold the brand values of the client Bord GáisEnergy. Manage theCX functional teams and personnel anddeliver key performance and service level indicators, namely Quality, Complaints, Change Management, FCR/RCRand NPS. Build partnerships with the various stakeholders, both external andinternal. Oversee the management and prioritisation ofactivities and resources across all elements of the function. Ensure compliance andretention of relevant standards, policies and accreditations. Root Cause Analysis and Recommendations- Provide the CX Data Analyst with guidance andwork with the business heads to understand allcollective issues and where necessary implement corrective actions toachieve results. Support a “can do” culture in terms of responding to customerneeds and driving process improvement initiatives. Develop and mentor individuals into a highly efficient, responsiveand driven team that meets and exceeds the required performance standards. Complete regular formal and informal 1:1s andcompliance with the FEXCO PMD framework. Understand the various working systemsand practicesto ensure you have the tools to effectively lead your team. Any other ad hoc duties as required. Qualifications/ Experience Needed: Relevant third level qualification or a minimum 5 years previous experience in a similar role. Analytic and intervention experience within the BPO industry is a distinct advantage. Six Sigma or similar methodology certification. Knowledge of Net Promoter Score desirable. Excellent record of effective quality, change and BPI improvement in previous roles. Proficiency in MS Office Suite, including MS-Visio and MS PowerPoint. Competencies Required: Big picture thinker. Ability to use own initiative and also contribute effectively to leadership of a high performing team. Flexible and adaptable with a positive attitude. Proven strong problem-solving decision making skills. Have the proven ability to prioritize and multitask within a fast paced environment. Strong communicator, able to present with credibility and authority. Demonstrate excellent written and verbal communication skills. Strong knowledge of the outsourcing industry. Fexco is an equal opportunities employer. This job originally appeared on RecruitIreland.com.

Date Added

2026 days ago

Apply