by Terence O'Hara | Jul 16, 2024
Excellent opportunity for an office-based Sales Retention Specialist located in D.22. This is a permanent role with a basic salary of up to €40,000. There are also good benefits and commission.
The role:
- Handle high volume inbound & outbound calls, emails and webchats in an effective and efficient manner.
- Handle customer issues and complaints in a manner that is empathetic, sensitive, and confident.
- High conversion rates on campaigns for customer retention.
- Provide feedback on trends/customer trends with providing key reports back to senior team to review and action.
- Build and manage pipeline on CRM.
- Deliver consistent performance through adherence to the appropriate processes.
- Work within a team to meet and exceed individual/team performance targets including SLA’s.
- Demonstrate initiative whilst operating within a team and set high standards of professionalism in all business dealings.
- Analyse, evaluate and complete work in accordance with agreed standards and limits.
- Liaise with other departments as necessary.
- Carry out any other tasks or responsibilities as required in the role.
- Ensure that the company’s culture is maintained by providing feedback to management on any customer service issues or concerns.
- Ensure that the customer has an exceptional customer experience.
Experience required:
Customer Relationship Management (CRM):
- Proficiency in CRM software to track and manage customer interactions.
- Ability to analyze customer data to identify retention opportunities.
Communication Skills:
- Excellent verbal and written communication skills.
- Ability to articulate value propositions and address customer concerns effectively.
Problem-Solving Abilities:
- Strong analytical and critical thinking skills to identify root causes of customer dissatisfaction.
- Creativity in developing and implementing retention strategies.
Empathy and Customer-Centric Approach:
- Ability to understand and empathize with customers’ needs and concerns.
- Commitment to providing a positive customer experience.
Data Analysis:
- Proficiency in data analysis tools and techniques to monitor retention metrics and trends.
- Experience with customer segmentation and targeting based on data insights.
Negotiation Skills:
- Ability to negotiate and resolve conflicts effectively.
- Skilled in offering solutions and alternatives that meet both customer needs and company goals.
Project Management:
- Strong organizational skills to manage multiple retention initiatives simultaneously.
- Ability to prioritize tasks and meet deadlines.
Technical Proficiency:
- Familiarity with digital tools and platforms used in customer retention, such as email marketing and loyalty programs.
- Basic understanding of web analytics and user behavior tracking.
Sales Skills:
- Experience in upselling and cross-selling to existing customers.
- Ability to identify opportunities for increasing customer lifetime value.
Adaptability and Flexibility:
- Willingness to adapt to changing customer needs and market conditions.
- Flexibility to modify retention strategies based on feedback and results.
Team Collaboration:
- Ability to work effectively with cross-functional teams, including marketing, sales, and customer support.
- Strong interpersonal skills to build relationships within the organization.
Customer Feedback Management:
- Experience in gathering and analyzing customer feedback to improve services.
- Ability to implement feedback loops to ensure continuous improvement.
by Nathaniel O'Reilly | Jul 11, 2024
Our client, one of Europe’s leading manufacturers of plastic pipe systems, is looking for a Refrigeration Engineer in the Munster Area with a Refrigeration/Construction background. Their product portfolio also includes pipes, fittings, underfloor heating, heat pumps, and other associated Plumbing & Heating products.
Role Overview
The Refrigeration Engineer will be responsible for F Gas piping & connection, commissioning Heat Pump heating systems, and providing technical support to the commercial sales team. An in-depth knowledge of plumbing & renewable heating technologies, standards, and work practices is preferable but not essential.
Key Responsibilities
- Perform F Gas piping and connection tasks.
- Commission Heat Pump heating systems.
- Provide technical support to the commercial sales team.
- Engage with customers, demonstrating excellent communication skills.
- Maintain and portray a professional image at all times.
- Fault finding and troubleshooting in Air-conditioning/Heat Pumps.
Qualifications and Skills
- City & Guilds F GAS 2079 or the updated EU 27 – F Gas Certificate
- And/or Refrigeration Craftsperson QQI Level 6 award (post-2010 awards contain F GAS Certification)
- Full clean driver’s license
- Experience in Air-conditioning/Heat Pumps (F GAS 2079 or EU 27 F Gas Cert)
- Fault finding skills
- Experience in the Heating & Plumbing industry (preferable)
- Proficient in Excel and computer skills
- Strong interpersonal skills
- Team player with a strong work ethic
- Self-motivated and eager to learn new skills
- Natural desire to succeed
Benefits
- Competitive salary DOE plus target-driven bonus
- Generous pension plan
- Company vehicle, laptop, and mobile phone provided
If you are a motivated and skilled Refrigeration Engineer, Apply now!
by Terence O'Hara | Jul 9, 2024
Excellent opportunity for an Operations Director of soft services to join an international Facility Management company based in Swords, North Dublin. This is a permanent hybrid position with a salary of up to €115,000 available. The salary can sometimes be higher for the ideal candidate and there are also excellent benefits available too.
Due to continued growth within the business, we are hiring an additional Operations Director for our Soft Services Division.
As part of the Irish Senior Leadership Team (SLT) you will play a key strategic role in helping shape our growth agenda. Reporting directly to the MD of Ireland you will have overall accountability for providing exceptional service to our clients and ensuring operational excellence across our client portfolio. Leading a team of Operations Managers to manage client & contractual relationships in a commercial manner ensuring compliance with the companies policies and values.
The Job:
- As part of the Irish SLT work to develop & deliver our long-term strategic plan and deliver on all country KPIs
- Lead and drive a strategy of growth and retention of new and existing business through the development of long-term client relationships.
- Work with the sales team to develop financially sound bids to ensure we deliver on our commitments to clients and deliver our KPIs.
- Development of strategic matrix client relationships that go beyond day-to-day points of contact for all accounts.
- Deliver EBIT across your client base by leading the Operations Managers in delivery of their financial targets.
- Implement senior client review process to identify additional sales opportunities.
- Drive and implement strategies to attract, develop, & retain key talent to deliver business requirements. Create a positive open culture and lead by example in this regard.
- Ensure you continually develop, implement, and monitor activities that will enhance team development and engagement and retention.
- Communicate strategy to team and ensure that improvements are implemented to maximise performance and customer satisfaction.
- Develop and maintain relationships with internal and external stakeholders.
- Provide operational insight alongside strategic plans to grow EBIT and deliver customer satisfaction.
- Align to all central functions to enhance existing service offers, & drive service initiatives to your team and your clients.
- Review, implement and action client & employee feedback surveys.
- Challenge and continually review how we work and operate to drive improvements and best practice.
- Challenge existing team structures and have a flexible organisation to meet client’s needs.
- Build cross‐sector and cross‐functional relationships to enhance business efficiencies.
- Taking reasonable care for your own health and safety and that of others who may be affected by what they do or what they fail to do.
- Ensure that sites under your control are implementing all relevant QHSE procedures.
- Monitor and review QHSE incidents and corrective and preventative actions in all sites under their control.
- Review business performance and ensure delivery of KPIs in line with country & sector budgets.
- Demonstrate commercial value as part of the leadership team and cultivate strong cross functional relationships, whilst leading by example in terms of energy, drive & passion to create a winning culture.
Experience and Qualifications:
- 10 yrs. + in senior leadership roles.
- BSc in Management or relevant third level qualification.
- Clear ability to lead large teams including senior operations managers.
- Positive leadership behaviours which drive inclusion & cultural change
- Ability to cultivate strong and lasting client relationships that can with stand change.
- Record of delivering financial KPIs year on year.
by Terence O'Hara | Jul 9, 2024
Excellent opportunity for a Business Development Director to join an international Facility Management company based in Swords, North Dublin. This is a permanent hybrid position with a salary of up to €115,000 available. The salary can sometimes be higher for the ideal candidate and there are also excellent benefits available too.
As BD Director you will be responsible for devising and implementing the company’s growth strategy by targeting new business opportunities in current and new sectors.
You will manage all commercial activities with a high degree of acumen, whilst also identifying opportunities to add value throughout the tender project process.
The Job:
- Devise & shape strategy to deliver our year-on-year growth objectives with specific focus on targeting sectors/clients that will deliver on both margin and revenue targets.
- Lead and motivated the Business Development team and contribute positively to our culture.
- Deliver a fully costed roadmap of each service line to operations through the mobilisation process to ensure clarity of the proposed delivery model.
- Prepare costings for tender submissions in consultation with the Proposals Manager and Business Development Team
- Assist in establishing client relationship & requirements.
- Perform risk assessment, value management and cost control exercises.
- Visit sites as necessary to compile accurate tender proposals.
- Evaluate the contract supplied by the client as part of the tender process and identify any potential areas of risk.
- Contribute to post-submission clarification responses and tender presentations when required.
- Prepare accurate and prudent cost/value analysis.
- Work alongside operations managers to identify and meet appropriate people and procurement requirements.
- Create contract programmes when required and maintain and update these as projects they proceed.
- Maintain robust and consistent change control processes to identify changes or variations as relevant for each scheme.
- Maintain awareness of the FM industry and the various contracts in use.
- Contribute business improvement and efficiency ideas and initiatives.
- Create and implement a project plan to deliver bid requirements on time, monitor and report on bid process against plan and budget.
- Successfully navigate bids through the company’s internal governance process and obtain relevant approvals at each stage of the procurement.
- Manage all submission internal reviews and post-bid reviews with clients.
- Carry out successful mobilisation of new contracts through a detailed, documented, handover process with both the mobilisation and operational teams involved, so as to ensure services sold are delivered as sold and within budget.
Experience and Qualifications
- Experience in a successful service sales role at senior level.
- Strong ability to identify new organic opportunities.
- Natural networker
- Build trust and confidence when selling the companies service to clients.
- Experience working within the Facilities Management or Service Industry
- Experience in estimating & pricing sales tenders, desirable.
- Previously created a costing build up based on productive hours, material, and relevant estimating standards.
- Can present proposals, both internally and externally, showing professionalism and a full understanding of the delivery solution put forward; including validation of innovation or cost savings put forward.
- An open and positive personality, who can bring people on collaborative journey.
- EQ aware displaying consistent and positive behaviours.
by Nycola Hillis | Jul 4, 2024
Operations Manager – Soft Services
Our Client is an award winning and leading provider of Facilities Management services across Ireland, Europe and the UK, they are seeking an Operations Manager Soft Services based in Dublin with travel to multi-sites.
This role is a hybrid model, on the road and visits to the office.
Benefits include:
- 25 days annual leave.
- Car allowance OR company branded vehicle & fuel card.
- Employer Pension contribution.
- Single cover healthcare.
- Annual leave purchase scheme (buy up to 5 extra days of annual leave per year).
- Free virtual GP service.
- Access to our Employee Assistance Programme (EAP).
- Recognition Incentives
- Long service awards
- Non-contributory life assurance scheme.
- Bike2Work Scheme.
- Tax Saver Scheme.
- Learning & development
An overview:
This is a fantastic opportunity for an experienced Operations Manager, working on one of the company’s key contracts.
Excellent benefits on offer as well as people driven culture.
Key responsibilities:
- Develop and maintain an effective client relationship ensuring that regular liaison is maintained and that standards, audits, KPI’s, SLA’s and management reports reflect the standard of service to their optimum and in line with customer expectation.
- Deliver all P&L targets and look to grow revenue with additional service lines and projects.
- Ensure contract retention is maximised.
- Produce costing sheets for contract annual reviews, operational amendments, new business (not within the sales criteria) and additional sites/services to existing contracts in accordance with the company pricing policy and sign off procedures.
- Delivering out-sourced cleaning facilities services to our client
- Optimise opportunities for additional works (scope works, price and submit quotes as required
- Business development on existing contracts such as self-delivery of more soft services, consumables etc.
- Support business development regarding surveys, pricing, meeting prospective clients.
- Take full accountability of the financial budget to ensure profitable returns to the business and best value to the client.
- To successfully manage and lead the regional team whilst ensuring the growth and profitable operation of the area.
- Manage conflict & resolve service provision.
- Responsible for signing off for payment of supplier invoices.
- To provide a safe working environment for our employees on client sites & to co-operate & co-ordinate with clients on site health & safety matters.
- Motivate management team, train, supervise and organise replacement cover where required.
- Monitor attendance, sick leave, holiday requests, and time sheets.
- Agree any training needs and free up staff accordingly.
- Undertake performance management of staff under your control, performance manage as necessary.
- Consult with HR on disciplinary issues for guidance and common understanding / approach.
- Review applications, interview and select new recruits as and when approved and required.
- Implement a positive health and safety culture.
About you:
- Substantial practical experience in Facilities Management or related sector with proven success in an operational management position with customer satisfaction, line management and budget control responsibility.
- Experience managing admin buildings and / or relatable experience within the retail / multisite sector.
- Experience in delivering out-sourced facilities is desirable.
- Background in cleaning / FM industry.
- Financial Management experience – previous P&L management experience.
- Strong People Management experience is a must.
- A positive leader, who engages and brings people with them.
- Acts as a coach / leader Vs a line manager.
- Is self-aware, open to change and feedback to improve relationships.
- Be able to lead the onsite teams, challenge and positively influence their input to the sites, specifically front of house, cleaning, facilities assistants.
- Have excellent computer software skills.
- Diploma or Degree in Facilities Management, Business Management or Related theme
