Head of User Support | Hybrid Role + 30 Days Leave

Cpl Group; Dublin; Hybrid; EUR 90,000 - 110,000; Full time

Benefits offered by this job

Permanent position

Hybrid work (2 days in office)

35 hrs per week

30 days annual leave

Job summary

Coimisiún na Meán seeks a Head of User Support (Assistant Principal level) to lead and develop the User Support function, overseeing internal and outsourced delivery. You will guide strategy, governance, and performance to deliver accessible, high-quality user services.

You will manage a team of four and an outsourced contact centre, ensuring high standards and alignment with regulatory requirements and user needs. This role sits in the Communications & User Support Division.

Qualifications

• Proven leadership and people management experience.
• Experience leading customer support, customer service, contact centre or operational service teams.
• Demonstrated experience managing outsourced service providers and supplier relationships.
• Strong experience managing service performance through KPIs, SLAs and governance frameworks.
• Excellent stakeholder management and influencing skills.
• Experience preparing executive reports, governance papers and performance reporting.
• Experience managing operational risks, escalations and service continuity.

Responsibilities

• Lead and manage the User Support team, establishing clear operational priorities, standards and objectives.
• Directly manage and develop the internal User Support team, promoting high standards of performance, service quality and user experience.
• Develop and implement operational strategies, frameworks, service standards and continuous improvement initiatives for User Support.
• Oversee performance, quality and governance of outsourced contact centre providers.
• Monitor service delivery against agreed key performance indicators (KPIs) and service level agreements (SLAs).
• Lead the management and resolution of escalated and complex user support issues.
• Lead supplier relationship and contract management activities, ensuring effective performance, accountability and value from outsourced service arrangements.
• Develop and maintain effective operational reporting and performance insights for senior leadership.
• Identify, assess and manage operational risks relating to User Support, including service continuity and resilience.
• Lead or contribute to implementation of contact centre arrangements.
• Use user feedback, service data and operational insight to identify opportunities to improve user journeys, service quality and operational efficiency.
• Establish and maintain effective governance arrangements, processes and controls for the User Support function.

Skills

Leadership

Customer support

Outsourced vendors

KPIs & governance

Stakeholder management

Executive reporting

Risk management

Tools

CRM platforms

Contact centre software

Job description

Coimisiún na Meán seeks a Head of User Support (Assistant Principal level) to lead and develop the User Support function, overseeing internal and outsourced delivery. You will guide strategy, governance, and performance to deliver accessible, high-quality user services.

You will manage a team of four and an outsourced contact centre, ensuring high standards and alignment with regulatory requirements and user needs. This role sits in the Communications & User Support Division.