Training and Operations Specialist (Group Customer Care)

Job Title: Training and Operations Specialist (Group Customer Care) 

Location: The Irish Times Building, Tara Street, Dublin (Hybrid Working)

Contract: 2 Year Fixed Term Contract

Reporting to: Group Customer Care Manager

As The Irish Times Group establishes a new centralised Group Customer Care function supporting The Irish Times, Irish Examiner, The Echo, MyHome.ie, RIP.ie and additional Group brands, we are recruiting a Training and Operations Specialist to support the delivery of a consistent, high-quality customer experience across all channels.

About the Role

This role is central to ensuring the smooth operation of the Group Contact Centre while improving customer satisfaction and overall experience. Working closely with the Group Customer Care Manager and the Group Head of Customer Experience, the Training and Operations Specialist will focus on high-impact areas including Quality Assurance, Training, Operations, and Continuous Improvement.

The successful candidate will design and deliver engaging training programmes, develop quality frameworks, support day-to-day operations, and contribute to continuous improvement initiatives across the department. They will ensure new and existing staff have the tools, knowledge, and support required to excel.

Key Responsibilities

Quality Assurance & Training

• Lead the training and in-person induction of new employees, ensuring they are equipped with the knowledge and confidence to succeed.
• Support new starters with integration into the organisation, covering company policies, culture, systems, and essential job functions.
• Enhance the learner journey by creating engaging, accessible, and impactful training content.
• Design and implement a structured quality monitoring process to improve agent performance and elevate service standards.
• Conduct daily QA reviews, providing feedback and insights to Team Leads on areas for improvement.
• Tailor training materials and coaching sessions to reflect brand-specific tone, processes, and expectations.
• Create and deliver training programmes based on agent performance analysis, contact trends, and organisational updates.
• Monitor processes and propose improvements to ensure the customer experience meets agreed quality standards.
• Develop and implement an incentive programme to drive performance, motivation, and team culture.
• Partner with the Group Customer Care Manager to promote wellbeing initiatives and organise social events.

Operations & Continuous Improvement

• Champion continuous improvement within the Contact Centre, identifying opportunities to refine processes and reduce friction.
• Use reporting and insights to analyse reasons for customer contact, working with the Customer Service Manager and Head of CX to develop plans for reducing contact rates.
• Support daily and weekly operational reporting, queue management, and back-office tasks.
• Use customer and agent insights to strengthen root cause analysis (RCA) reporting.
• Create and maintain Standard Operating Procedures (SOPs), ensuring training materials remain accurate, relevant, and up to date.

Desired Skills & Experience

Experience

• 3+ years’ experience in a Contact Centre, Customer Care, Operations, or Training role.
• Strong experience delivering training, coaching, or induction programmes.
• Background in Quality Assurance or service evaluation within a customer-facing environment.
• Experience creating training materials, SOPs, and performance frameworks.
• Previous exposure to multi-brand or multi-channel environments is advantageous.

Skills

• Excellent communication and facilitation skills with the ability to train, motivate, and influence others.
• Strong analytical mindset with the ability to interpret performance data and quality insights.
• Highly organised, detail-oriented, and capable of managing multiple priorities.
• Confident using customer care systems, reporting tools, and quality monitoring platforms.
• Ability to design engaging training content that reflects brand-specific requirements.
• Strong problem-solving skills with the ability to identify root causes and implement improvements.

Personal Attributes

• Energetic, enthusiastic, and passionate about developing others.
• Approachable and collaborative, with a positive and engaging presence.
• Proactive and solutions-focused, with a continuous improvement mindset.
• Strong commitment to delivering exceptional customer experiences.

Benefits: Health Insurance, Pension Contribution, Sick Leave Cover, Laptop, Mobile Phone, Irish Times Premium Digital Subscription, Income Protection Policy, Corporate Gym Membership, Free Digital GP and Life Assurance Policy.

Closing date: 5.00pm - 27th November 2025

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