Head Of Consumer Care

Head of Consumer Care

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 Care

As 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 involves

• Lead and oversee all consumer care operations, ensuring timely and effective resolution of consumer
  inquiries & customer feedback.
• Lead efforts to deliver consistent and cohesive experiences within each customer channel by partnering
  closely with Retail and Digital teams.
• Manage, mentor, and motivate a high-performing consumer care team, fostering a culture of empathy,
  professionalism, and continuous improvement.
• Understand both new and existing system capabilities to seamlessly connect the customer journey across
  all channels, leveraging these tools to enhance the overall customer experience
• Drive the growth of the sales-through-service initiative across all care channels by expanding reach,
  optimizing customer interactions, and unlocking new revenue opportunities.
• Establish and monitor key performance indicators (KPIs) related to consumer satisfaction, service quality,
  response times, and resolution rates.
• Collaborate with other departments such as Marketing, Product Development, and Operations to ensure a
  consistent and seamless consumer experience.
• Design and oversee training programs to enhance the skills and knowledge of consumer care
  representatives.
• Utilize consumer insights and feedback to identify trends, anticipate issues, and recommend service
  improvements.

Skills we are looking for

• Ability to lead, motivate, and develop diverse, high-performing teams
• Passion for delivering exceptional consumer care and service quality
• Skilled in developing and executing consumer care strategies aligned with business goals
• Ability to build strong cross-functional partnerships (e.g., with Retail, Digital, Marketing)
• Proficiency in interpreting customer data and feedback to inform strategy
• Experience driving continuous improvement and innovation in service delivery
• Familiarity with agile methodologies and change management
• Understanding of digital customer service platforms and emerging technologies (AI chatbots,
  omnichannel tools

Benefits of Working at Three

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our Limerick office (3 days per week office based).
• Competitive salary, annual performance bonus & pension contribution
• 25 days holidays plus 2 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
• Free on-site parking

You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. Apply now at: https://www.three.ie/careers #Jobs

At 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 apply!

If you require reasonable adjustments for your interview, please let us know when scheduling your interview, or alternatively, please email aoife.omeara@three.ie Apply now at Three, a Phenomenal career awaits!