Impulse Recruitment are currently recruiting for an Operations Support Specialist HYBRD to join a large Operations department in for a large company based in D 15
This is a full-time permanent position and great opportunity to join an important role and progress within the company
Hybrid working model is 3 days in the office and 2 working from home
The candidate will act as the Company representative and interface with the company Service Partners on a wide range of topics including, service level performance monitoring, material usage analysis, job costing analysis, warranty claims validation, complaints investigation, quality issues and consumer satisfaction survey follow up.
This is a broad role offering the post-holder the opportunity of working across the organization with multiple stakeholders, having responsibility for partner compliance & performance, cost control, Customer Care strategy, and implementing opportunities for continuous improvement.
Support the Operations Manager with the day-to-day management of the Service Partner Network and Reverse Logistics operations in Eire:
- Monitor Service Partner “Contact” activity on a daily basis and advise Service Partner when service levels fall outside of the company service guidelines
- Act as a first point of contact for all Service Partner’s
- Liaise with & support Area Sales Managers (Eire) to resolve individual customer service and returns issues
- Assist the Customer Service team to arrange in-home replacements where necessary through dealerships
- Preparing reports on Service Partner performance levels and Returns
- Monitoring damage on delivery reports from dealers to assist with Returns Avoidance – arranging repair onsite where applicable.
- Support the Operations Manager with spare parts issues in Eire and investigate viability of Eire solution for spares – post Brexit
- Examine and correct returns forms submitted by dealers
- To accurately record and report all agent performance statistics against the agreed SLA levels as detailed in the service contract, and highlight any that are out of scope to the Service and Operations Manager; to include:
- Net Promoter Score (NPS)
- First Time Completion
- Open CSRs over 10 days / 30 days
- Speed of service
- Repeated Repair Rate … etc
- Support repair job allocation within Irish Service Partners – as and when necessary
- Support the Operations Manager and Quality department with all quality issues including corrective action and root cause analysis
- To monitor customer satisfaction levels (C-SAT & NPS) and review results the Operations Manager and feedback to relevant Service Partner’s to improve customer satisfaction
- Any other duty reasonably requested
Skills:
BENEFITS
Holiday starts at 25 days plus bank holidays rising to max 30 days plus bank hols
Pension – 7% Employer and employee 2%(min)
Life Assurance x5 annual salary
Product Discount
Employee Assistance Programme and wellbeing portal
1 day volunteer leave per year
Hybrid working – 3 days in office per week
Job Types: Full-time, Permanent
Benefits:
- Work from home