Service Channel Lead

Service Channel lead

We are seeking a bold, visionary leader to take charge of our Customer Service and reimagine what world-class support looks like in the mobile telecom industry. The Service Channel Lead will repot into The Chief Experience Officer, you will spearhead transformation, champion innovation, and drive performance across all customer touchpoints.

Your mission: to elevate the customer experience, reduce churn, increase commercial value and position us as a customer-first telco leader

Leadership & Strategy

• Define and execute a bold customer service vision that sets us apart in the mobile market.
• Inspire and lead large, high-performing customer service teams—both in-house and outsourced.
• Act as a powerful customer advocate, ensuring the voice of the customer is represented in all major decisions.

Operational Excellence

• Drive excellence across all service channels—voice, chat, social, app, IVR and online—ensuring speed, quality, and consistency.
• Own and optimize the entire post-sale customer journey, including activations, billing, tech support, and retention etc.
• Delivering a high quality customer experience enables our service teams to have cross sell and up sell conversations with customers, a key element to this role is to increase the commercial value we receive from every customer interaction.
• Set and exceed aggressive KPIs including NPS, CSAT, AHT, FCR, and reduce complaints and customer effort while driving commercial value form each interaction.
• Use analytics to uncover customer pain points, drive product/service improvements, and reduce contact volumes.

Technology & Innovation

• Lead the adoption of AI, automation, and self-service tools to improve efficiency and the digital customer experience.
• Implement proactive customer service strategy that will ensure that customers are aware of any change to their service that would drive an interaction with our experience centers.
• Partner our Omni Channel and Product Tribes to upgrade CRM, IVR, and ticketing systems in support of a next-gen customer experience.

Team Development

• Build, develop, and empower strong customer service leadership and front-line teams.
• Drive a performance culture through ongoing training, real-time coaching, and recognition.

The skills and experience we are looking for…

• Extensive experience in a similar & senior leadership and managerial role, setting the vision for the organization.
• Proven leadership and team working skills with the ability to develop and motivate a high-performance culture.
• Possess a clear understanding of profitability and the management of P&L, OPEX and strategic targets.
• Commercially astute and able to lead customer experience driven operations. 
• As the role requires management of a diverse range of internal stakeholders and third-party suppliers exceptional interpersonal, networking, negotiation, influencing, and communication skills are essential with evidence of a proactive approach and creditable outcomes. 
• Ability and passion to drive operational excellence, leading transformation to bring best in class service operations.
• Confident in their ability to engage people from all over the business and at all levels to drive change. 
• Strategic awareness, ability to influence and input and to shape both the medium and longer-term strategy of the business.
• A champion for customer experience, creating service improvements from customer feedback.
• Excellent quantitative/business modelling, use of strategic frameworks, rigorous planner, and comfortable with strategic analyses.
• Highly impactful individual with strong track record in developing partner strategies in a similar role in telecoms.
• An experienced People Leader able to galvanize others behind a vision, set clear 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 and Be 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