Customer Care Lead (on-site)

<h3>Company Description</h3><p>TOMRA is looking for recycling resource revolutionaries who have a passion for the planet. If this speaks to you, come and join our ever-growing team in Ireland! </p><p>At TOMRA, transformation is at the heart of everything we do. We transform ideas &amp; technology to create intelligent and pioneering tools to support a sustainable future. For decades, we’ve pushed boundaries globally and we’ll continue to drive greater resource responsibility throughout industries and society. Here in Ireland, our reverse vending machines will enable the collection of empty drink containers to ensure that containers have the best chance of being turned back into containers again – time after time.  </p><p>Less than 5% of beverage containers consumed worldwide are collected for closed-loop recycling. TOMRA has a tremendous opportunity to ensure that we keep even more bottles and cans out of our oceans, landfills, and streets. TOMRA’s state-of-the-art technology, which is used as part of Deposit Return Schemes (DRS), helps to transform society’s habits and keep valuable resources in a continuous loop of use and reuse. TOMRA’s reverse vending machines, digital solutions and service make recycling easy for the industry, system owners, retailers and consumers to contribute to a more sustainable planet. </p><h3>Job Description</h3><p><strong>**Please note that this role will be carried out on-site at our TOMRA Collection Ireland office and warehouse in Rathcoole**</strong></p><p><strong>Responsibilities: </strong></p><ul><li>Recruit, onboard and provide training to Customer Care team</li><li>Team rostering, including review of its structure and optimisation, taking into consideration seasonality.</li><li>Lead a customer centric team focused on meeting agreed customer SLAs.</li><li>Oversee and review performance of the Customer Care team and work with the team to drive results</li><li>Ensure continuous growth and development of Customer Care Team Members.</li><li>Engage with Field Service Teams and stakeholders to understand their needs to be able to review processes and ensure team optimisation.</li><li>Ensure internal and external stakeholders are aware of the Customer Care Teams needs to make sure tasks can be completed effectively by the Team.</li><li>Establish and measure performance of Customer Care team with key metrics.</li><li>Provide regular reporting to key stakeholders.</li><li>Establish processes and implement tools to efficiently support our customers; including installation planning, customer handover, preventive and corrective maintenance planning.</li><li>Ensure adherence to policies for attendance, established procedures etc.</li><li>Monitoring and evaluating team member performance, providing learning or coaching opportunities, and taking corrective action, if necessary.</li><li>Lead a safety culture by example.</li><li>Ensure compliance with TOMRA SAFE Standards and Guidelines.</li><li>Ensure all incidents and hazards at work are reported accurately and in a timely manner.</li><li>Ensure all new workers under your responsibility are inducted into the workplace.</li><li>Ensure all workers under your responsibility are trained in how to undertake their work safely.</li><li>Consult with workers regarding health and safety issues</li></ul><p><strong>Customer Care team tasks:</strong></p><ul><li>Answer calls from customer locations to address and resolve customer queries</li><li>Provide remote technical support to customers and colleagues in the field over phone</li><li>Dispatch and interact with technicians, colleagues and partners visiting sites</li><li>Coordinate onsite maintenance and repairs</li><li>Monitor machines and schedule in service according to agreements</li><li>Provide support to the Service team on Service projects and initiatives</li><li>Continue to seek general business optimisation opportunities</li></ul><h3>Qualifications</h3><ul><li>Experience leading a team in a customer service environment</li><li><strong>Experience dispatching field teams is essential </strong></li><li>Call centre experience</li><li>Tech savvy</li><li>Strong communication skills</li><li>Excellent customer service skills</li><li>Capable at managing multiple stakeholder expectations</li><li>Good at problem-solving</li><li>Must be fluent in English</li></ul><h3>Additional Information</h3><p><strong>This Role Provides:</strong></p><ul><li>Private healthcare: VHI</li><li>21 days holidays plus bank holidays</li><li>Pension: contributory</li><li>Employee Assist Program</li></ul><p><strong>TOMRA is an equal opportunity employer, where we recognise the diversity of our workforce and community – be it on the basis of gender, age, culture, religion, language or personal circumstances. TOMRA is committed to building on the perspectives, experience, knowledge and skills that this diversity brings to our organisation. </strong></p>