Background to the role

Dunnes Stores is engaging on a programme to re-vitalise its complaint handling process to improve the customer experience across all channels - retail, call-centre, online and Head Office.  As part of this programme an opportunity has emerged for an accomplished project manager to develop and implement the Customer Experience programme.

Reporting to

This role will report to store operations.

Responsibilities

The successful candidate will be responsible for improving the customer experience and service standards to minimize complaints and maximise customer satisfaction by encouraging and enforcing a first class service culture.  Specifically the role will be responsible for developing a complaint resolution and monitoring process that will:

·         Map out the current situation and processes around complaint handling, including stores, call-centre, on-line and head office

·         Recommend what the best practice should be in terms of policies, procedures and systems

Output of this role

The key outputs of this role will be the development of a complaints handling function that will:

·         Maintain daily track of open complaints

·         Follow up with departments where resolution is more complex

·         Monitor and resolve high profile complaints

·         Oversee allocation of complaints to relevant departments

·         Monitor in-bound calls from call-centre

·         Support contact centre in initial handling of complaints

·         Produce weekly/monthly complaint statistics with the Customer Insight function in order to highlight areas for improvement

·         Propose improvement initiatives where necessary

·         Produce reports as required by senior management

·         Prepare review of complaint results

·         Perform root cause analysis and monitor variances in complaint statistics to ensure root cause analysis can be identified and corrected

·         Raise risks and issues as appropriate to the senior management team

·         Develop effective training manuals for the Customer Service function

Knowledge, Skills and Experience

·         An experienced Operations Manager who has previously managed a dedicated Complaints area

·         Results and quality orientated

·         Experience of implementing a customer complaints handling initiative across a large multi-site business

·         A proven track record of delivering significant improvements in a customer service environment and experience of change management processes

·         A focused project manager who can drive change across multi-channel, people and organisational change

·         Work collaboratively to achieve success within a cross dependent work-stream structure

·         Ability to develop relationships to accomplish goals

·         Excellent verbal and written communication skills

·         Proven ability to prioritise tasks, manage resources while remaining focused on goals

·         Ability to set high standards, by encouraging others to assume responsibility and accountability for tasks

·         Relevant third level qualification and at least 5 years’ experience in customer service operations, including minimum 3 years’ experience at management level.