Here at Three, we've done things differently since day one.
We're a big-hearted energetic bunch, striving for a better-connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it. When these things combine, phenomenal things happen. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a super-charged and rich learning environment. We want you to become the best version of yourself.
Join us as the Head of Consumer Car
eAs Head of Consumer Care, you'll be the catalyst for delivering exceptional, fast, and flexible consumer experiences across both onshore and offshore teams. You'll lead a collaborative, multi-location team passionate about putting consumers first—quickly adapting to their needs and continuously improving how we engage and support them. Your focus will be on driving agile ways of working, fostering a culture of empowerment, and leveraging real-time insights to shape smarter, more responsive consumer care strategies that seamlessly integrate efforts across all locations. Offering an exceptional Service is everything for us at Three Ireland and differentiates us from other operators in the market. The voice of our customers is heard and acted upon across the organization, this role will lead and facilitate that ethos
**.
What else it involv**
* esLead and oversee all consumer care operations, ensuring timely and effective resolution of consum
* erinquiries & customer feedbac
* k.Lead efforts to deliver consistent and cohesive experiences within each customer channel by partneri
* ngclosely with Retail and Digital team
* s.Manage, mentor, and motivate a high-performing consumer care team, fostering a culture of empath
* y,professionalism, and continuous improvemen
* t.Understand both new and existing system capabilities to seamlessly connect the customer journey acro
* ssall channels, leveraging these tools to enhance the overall customer experien
* ceDrive the growth of the sales-through-service initiative across all care channels by expanding reac
* h,optimizing customer interactions, and unlocking new revenue opportunitie
* s.Establish and monitor key performance indicators (KPIs) related to consumer satisfaction, service qualit
* y,response times, and resolution rate
* s.Collaborate with other departments such as Marketing, Product Development, and Operations to ensure
* aconsistent and seamless consumer experienc
* e.Design and oversee training programs to enhance the skills and knowledge of consumer ca
* rerepresentative
* s.Utilize consumer insights and feedback to identify trends, anticipate issues, and recommend servi
* ceimprovement
**s.
Skills we are looking**
* forAbility to lead, motivate, and develop diverse, high-performing te
* amsPassion for delivering exceptional consumer care and service qual
* itySkilled in developing and executing consumer care strategies aligned with business go
* alsAbility to build strong cross-functional partnerships (e.g., with Retail, Digital, Marketi
* ng)Proficiency in interpreting customer data and feedback to inform strat
* egyExperience driving continuous improvement and innovation in service deliv
* eryFamiliarity with agile methodologies and change managem
* entUnderstanding of digital customer service platforms and emerging technologies (AI chatbo
* ts,omnichannel to
**ols
Benefits of Working at T**
* hreeFlexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our Limerick office (3 days per week office bas
* ed).Competitive salary, annual performance bonus & pension contribu
* tion25 days holidays plus 2 company
* daysAnnual Leave buy or sell (buy or sell up to 5 days AL each y
* ear)Healthcare Insurance through our flexible benefits progr
* ammeLife assurance, phone & laptop, subsidized can
* teenAccess to learning & development t
* oolsFree on-site par
king
You may think you know us, but we're full of surprises. Intrigued? Join us
and Be Pheno
menal. Apply now at:
eers
#JobsAt Three, we are committed to diversity and inclusion. As Ireland's largest mobile telecommunications provider, we provide a better connected life for our diverse customer base, and want our teams to reflect this. We welcome and celebrate all identities and strive to create a culture of belonging where employees can thrive as their authentic selves. If you do not 'tick every box' in this job description, you likely have other valuable skills that would make you a great fit for one of our teams. If you feel this role is for you, then please a
**pply
If you require reasonable adjustments for your interview, please let us know when scheduling your interview, or alternatively, please email Apply now at Three, a Phenomenal career a**
waits