Here at Osborne, we are seeking a temporary Executive Officer to join our public-sector client in Dublin City Centre. This position would suit an individual who is experienced in administration and customer service and who possesses supervisory experience. As an Executive Officer, you will oversee the day-to-day coordination of the Clerical Officers team, manage customer escalations, ensure the effective delivery of training, and the upkeep of knowledge articles.
Salary: €20.01 per hour
Key Responsibilities:
Team Coordination: Supervise and coordinate the daily activities of the Clerical Officers team, ensuring efficient workflow and high performance.
Customer Escalations: Handle complex and escalated customer inquiries, providing solutions and guidance in a timely manner.
Training and Development: Develop and deliver training programs for new and existing Clerical Officers on the internal database, technical support, and compliance requirements.
Quality Assurance: Monitor and evaluate the quality of customer interactions and service provided by the team, ensuring adherence to standards and continuous improvement.
Process Improvement: Assist in reviewing and improving the usability of the internal database and website, providing feedback and suggestions based on team and customer interactions.
Documentation: Ensure all customer interactions are accurately documented in the CRM system, maintaining thorough records.
Compliance: Maintain up-to-date knowledge of relevant legislation and internal processes, ensuring the team complies with all legal and policy requirements.
Performance Management: Set and achieve personal and team performance goals, contributing to the overall success of the team.
Stakeholder Engagement: Liaise with other departments, including information services and Registration teams, to address issues and implement improvements.
Qualifications:
Previous experience in a supervisory role within a customer service or contact centre environment.
Excellent communication, leadership, and interpersonal skills.
Strong problem-solving abilities and technical troubleshooting skills.
Ability to work under pressure and manage multiple tasks simultaneously.
Strong computer skills and familiarity with CRM systems.
High attention to detail and commitment to providing an exceptional customer experience.
Ability to handle sensitive information with confidentiality and discretion.
For more information, please apply through the link provided for the attention of Chloe Broderick-Quain or send your CV via email to chloe.broderick-quain@osborne.ie If you are interested in finding out more about the above role and would like to be considered other suitable roles that we may have available for your skill set – please attach your CV via the link provided Please submit your updated CV in Word Format
