Head of Service

Head of Service – Sky Ireland

Reports to: Director of Operations – Ireland

Division: Customer Service Group

Base location: Dublin, Burlington Plaza with occasional travel to UK

Hybrid: a minimum of 3 days per week on site

Overview - Department:

The Sky Ireland Head of Service will engage, motivate and drive the performance of the Service function in a vibrant contact centre environment and deliver world class customer service. Reporting to the Director of Operations, they will ensure, through engaging with multiple stakeholders, that all customer journeys are as simple and effective as possible. When complaints arise, they will ensure they are resolved swiftly, and that corrective action is taken to mitigate repeat occurrence. Regulatory relationships and Comreg performance will be a core focus.

Job Purpose/Key Responsibilities:

As a key member of the Operations Management team, you will be responsible for ensuring that Sky remain the best customer-led entertainment and communications company in Ireland.

The key responsibilities of this senior role are as follows:

• Responsible for customer complaints and concerns across all routes to market.
• Leading a team of circa 150 people based in Burlington Plaza and/or working remotely, providing best in industry class service to our customers
• Accountable for the relationships with internal and external stakeholders to ensure the quality of service is best in class across our suite of products.
• Maintain a healthy, constructive relationship with the telecommunications Regulator and ensure Sky are top of the league in published Comreg tables.
• Responsible for helping shape the culture within Sky Ireland and for driving high levels of employee engagement through inspirational and inclusive leadership
• Defining the strategic priorities for Service and working cross functionally to develop the associated delivery plans
• Act as the ‘customer champion’, and work across the business to drive the necessary changes to reduce Customer Effort
• As a strong advocate for Digital, you’ll be at the heart of the implementation of the operational strategy to increase Digital awareness and engagement
• Accountability for the operational metrics across the service function in Ireland and for working harmoniously with colleagues responsible for our offshore service cohort.
• Ownership of the People Plan for Irish Service employees by ensuring the right focus, activities and drive are in place in areas such as Growth & Development, Recognition and Communication
• Identify process and policy improvement opportunities and challenge the business appropriately to consider new and creative ways of doing things, adding value to our customers, employees and stakeholders
• Strong focus on trading, highly commercially aware and focused on opportunities to drive profitability for the business through service touchpoints

Candidate Specification:

• Strong vision regarding world class customer service
• Strong stakeholder management and collaboration skills
• Collaborative facilitator, who develops relationships and loyalty with colleagues across all business functions and levels.
• A continuous improvement mindset and the ability to foster the same in others
• A flexible leadership style with the ability to be visionary and planned, as well as tactical and focussed on the immediate term
• Strong influencing and communication skills
• Track record of successfully delivering against business metrics
• Strong leadership experience and potential for growth.

Essential:

Industry Experience:

• Extensive experience of leading large teams
• Full customer journey experience, including social and digital
• Process improvement and change experience

Technical Skills:

• Excellent Microsoft Office experience 
• Project Management Experience 

Desirable:

Specialist Knowledge: Telecoms regulation

Industry Experience: Multi-site experience & familiarity with CCMA

Sky Ireland

Encompassing Senior Management, HR, Legal, Finance, Operations and Marketing, Sky Ireland employs over 1,000 people in Dublin. We deliver an exceptional service, ensuring our customers across Ireland are able to experience unrivalled entertainment, unmissable live sport and breaking news.

The Rewards:

There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:

• Sky Q, for the TV you love all in one place
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• Access a wide range of exclusive Sky VIP rewards and experiences

How you'll work:

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.

We've adopted a hybrid working approach of 3 days in the office & 2 days from home to give more flexibility on where and how we work.

Inclusion:

At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.

We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.

Why wait?

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.