Service Channel lead
We are seeking a bold, visionary leader to takecharge of our Customer Service and reimagine what world-class supportlooks like in the mobile telecom industry. The Service Channel Lead willrepot into The Chief Experience Officer, you will spearheadtransformation, champion innovation, and drive performance across all customertouchpoints.
Your mission: to elevate the customer experience, reducechurn, increase commercial value and position us as a customer-first telcoleader
Leadership &Strategy
* Defineand execute a bold customer service vision that sets us apart inthe mobile market.
* Inspireand lead large, high-performing customer service teams—both in-house andoutsourced.
* Actas a powerful customer advocate, ensuring the voice of the customeris represented in all major decisions.
OperationalExcellence
* Driveexcellence across all service channels—voice, chat, social, app, IVR andonline—ensuring speed, quality, and consistency.
* Ownand optimize the entire post-sale customer journey, including activations,billing, tech support, and retention etc
* Deliveringa hight quality customer experience enables our service teams tohave cross sell and up sell conversations with customers, a key element tothis role is to increase the commercial value we receivefrom every customer interaction.
* Setand exceed aggressive KPIs including NPS, CSAT, AHT, FCR, andreduce complaints and customer effort while driving commercial value formeach interaction
* Use analyticsto uncover customer pain points, drive product/service improvements,and reduce contact volumes.
Technology &Innovation
* Leadthe adoption of AI, automation, and self-service tools to improveefficiency and the digital customer experience.
* Implementproactive customer service strategy that will ensure that customersare aware of any change to their service that would drive an interactionwith our experience centres
* Partnerour Omni Channel and Product Tribes to upgrade CRM, IVR, and ticketingsystems in support of a next-gen customer experience.
Team Development
* Build,develop, and empower strong customer service leadership and front-lineteams.
* Drivea performance culture through ongoing training, real-time coaching, andrecognition.
Theskills and experience we are looking for…
* Extensiveexperienceinsimilara senior leadership and managerialrole, setting vision and
* Provenleadership and team working skills with the ability to develop andmotivate ahigh-performanceculture.
* Possessa clear understanding of profitabilityand the management of P&L,OPEXand strategic targets.
* Commerciallyastute and able to lead customer experience driven operations.
* Asthe role requires management of a diverse range of internal stakeholdersandthird-partysuppliers exceptional interpersonal, networking,negotiation, influencing, and communication skills are essential withevidence of a proactive approach and creditable outcomes.
* Abilityand passion to drive operational excellence, leading transformation tobring best in class service operations.
* Confidentin their ability to engage people from all over the business and at alllevels to drive change.
* Strategicawareness, ability to influence and input and to shape both the medium andlonger-term strategy of the business.
* Achampion for customer experience, creating service improvements fromcustomer feedback
* Excellentquantitative/business modelling, use of strategic frameworks, rigorousplanner, and comfortable with strategic analyses.
* Highlyimpactfulindividualwith strong track record in developing partner strategies in a similarrole in telecoms.
* Anexperienced People Leader able to galvanise others behind a vision, setclear direction and build a high performing team.
Benefits of Working at Three
* Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our office locations (2/3 days per week office based). Please see job description for the office location of this role
* Competitive salary, annual performance bonus & pension contribution
* 25 days holidays plus 2.5 company days
* Annual Leave buy or sell (buy or sell up to 5 days AL each year)
* Healthcare Insurance through our flexible benefits programme
* Life assurance, phone & laptop, subsidized canteen
* Access to learning & development tools such as LinkedIn Learning
* Free on-site parking
You may think you know us, but we’re full of surprises. Intrigued? Join us andBe Phenomenal.Apply now at: https://www.three.ie/careers
Three Ireland is proud to be an equal opportunities employer. If you do not ‘tick every box’ in the job description above, there are likely other valuable attributes and skills you have that would make you a great fit for the team. If you feel this role is for you, then please apply! We are committed to equal employment and growing a diverse workforce.
We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status, civil status or membership of the traveler community, and we want our teams to reflect this!
If you require reasonable adjustments at interview, please let us know when scheduling your interview, or alternatively please email recruitment.support@three.ie
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