Job Description
48 CEX Manager Hello, fancy joining us in a brand built to change up mobile? We're 48 Mobile, a sub brand of Three Ireland. the brand that celebrates people just like you & us - people who make smart choices. We run on Ireland's Best Network; Three and our history is full to the brim with innovations that have set us apart from others in the industry. We have great value connectivity for all, and we have 000's of customers who rely on us day in day out to keep them in touch with the people & things that matter to them. We're a pretty curious bunch here and we love to get into the detail of what our customers want & need from us, not just for today, but for the future too. When these things combine, phenomenal things happen. So you can bet your last euro that you can get stuck in & deliver some pretty cool stuff for the millions of Irish customers that have yet to hear or experience the network that celebrates people that seize real value, every day. Oh, and we're a pretty proud bunch too, we've been recognised consistently as having Ireland's Best Value Plan. We're getting revived up to grow faster & bigger than ever & if you're up for the mission of making us the number 1 network choice in the Irish Market then read on! Join us as our 48 CEX Manager You will have overall responsibility for the Customer Experience of our sub brand, 48. You'll partner with our service department, digital and propositions teams to ensure that we develop and deliver an optimum customer experience, engaging our customers and driving positive word of mouth and increased tenure. Reporting to the General Manager for 48, you'll you use insight, and keep abreast of industry change to identify and implement new and improved experiences for our customers, either through their interactions with our customer service agents, or through our website and app. You'll be responsible for setting and implementing the channel and service strategy for 48, ensuring costs are balanced the optimum customer experience is delivered. You'll work with our Digital team to identify and deliver self serve options for our customers, ensuring our agents are there to deal only with those higher complexity issues. What else it involves Develop, own and deliver the experience and service strategy for 48, ensuring we provide excellent experience for our customers while continuously driving self service. Work with the Service and Transformation teams to identify and improve process and procedures that are not delivering an effortless experience to our customers across the assisted touch points. Be the point of contact for all customer impacting change for 48, ensuring that 48's requirements are understood and delivered, and that we remain compliant and in line with and developing regulatory requirement or technical change. Be the ultimate owner of NPS for 48, ensuring the customer is at the heart of everything that we do, continuously drive the voice of the customer across all interactions. Own customer impacting policies for 48, working with the propositions and service teams to ensure that we set and implement these policies in line with desired commercial and customer outcomes. Ensure optimisation of customer experience through insight management via CX strategy, and driving positive customer sentiment across channels. Continuously review and understand customer journey performance and insight, to build and deliver a backlog of experience focused change, removing barriers for our customers and ensuring interaction with 48 feels effortless Review the hand over points in the Digital Service environment and to ensure that the customers is getting a connected and effortless experience where all the detail of the interaction is seamlessly carried over from one touch point to another. The skills we're looking for - Must Have Significant customer facing and Operational Experience managing and delivering customer focused change Strong organizational skills and experience with budget management Strong, hands-on manager with the ability to motivate teams and multiple stakeholders Excellent interpersonal and communication skills with the ability to effectively present information and respond to questions from people and/or groups both within the organization and outside of the organization. Demonstrate ability to manage multiple tasks and high volume workload. Strong sense of urgency and results-orientation. Ability to anticipate needs, take initiative and apply experience in specialized areas of expertise and knowledge 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 (3 days per week office based & 2 days working from home). 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 There's a lot more to us than meets the eye. You may think you know us, but we're full of surprises. Intrigued? Join us and Be Phenomenal. #Jobs - Apply now at: 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