Customer Relations Officer
Background
This role will support the TII’s Commercial Operations (CO) in the planning and management of Customer relations activities and operations primarily in the tolling sector and to ensure effective public communication of tolling operations related contracts, including PPPs, Dublin Tunnel and M50 Tolling Operations .Tolling revenue contributes important funding to TII’s operation , maintenance and renewal of the National Road Network to ensure it operates in a safe and efficient manner. It is critical that Public Trust is sustained through customer information and experience in relation to Tolling in interactions with TII.
The main objectives of the role are:
- To create, develop and manage customer and public relations strategies, processes and standard scrips for TII direct and indirect PPP tolling operations with a focus on continuous improvement that delivers a best-in-class customer information and experience.
- Responding to public, FoI, and public representative correspondence and queries received by TII in relation to Tolling, in close coordination with individual operations managers and TII governance and legal team to ensure consistent and accurate customer and public information in a timely manner.
- Tracking and analysis of customer queries and requests to identify general customer sentiment and trends in customer experience of tolling
- To ensure the TII website tolling information and FAQs are kept up to date and respond effectively to the frequently asked questions of the public.
- With the M50 toll operation being the largest Toll operation in the state with over 50 million transactions per year, to support and assist the TII M50 Tolling Customer Experience Manager.
Role and Responsibilities
The primary responsibilities of the role are:
General Tolling Customer and public relations
To create, develop and deliver general Tolling Customer and public relations strategies, for TII direct and indirect tolling operations with a focus on continuous improvement that delivers a best-in-class customer information and experience. The strategies, processes and standard scrips should clearly outline in a consistent manner the legal and contractual frameworks of tolling. Engage in clarificatory phone calls with general public as and if required . Coordinate closely with the TII head of Tolling and other senior managers across TII including the TII PPP authority representatives.
PPP Tolling Customer and public relations
To create, develop and deliver specific PPP Tolling Customer and public relations strategies, processes and standard scrips for PPP toll operations. The strategies, processes and standard scrips should clearly outline in a consistent manner the rational and benefits of PPP concession toll roads in Ireland. Triage and direct Queries to the PPP concessions where appropriate. Develop relationships and coordinate closely with Individual PPP operations managers as required.
Dublin Tunnel Tolling Customer and public relations:
To create, develop and deliver Tolling Customer and public relations strategies, processes and standard scrips for Dublin Tunnel tolling operations. The strategies, processes and standard scrips should clearly outline in a consistent manner the rational and benefits of the Dublin tunnel toll, in terms of demand management/congestion, tunnel safety and freight access to the wider motorway network. Develop relationships and coordinate closely with the Dublin Tunnel TII and Operator Managers.
M50 Tolling Customer and public relations:
To create, develop and deliver specific Tolling Customer and public relations strategies, processes and standard scrips on direct queries to TII for M50 tolling operations. The strategies, processes and standard scrips should clearly outline in a consistent manner the rational and benefits of the M50 toll in terms of demand management/congestion and sustainable funding of the motorway network. Develop relationships and coordinate closely with the M50 toll TII and Operator Managers.
M50 Tolling Operation Contract management: Support and assist the TII M50 tolling Customer experience manager in
· Contributing to the development of the overall Customer Experience Strategy in collaboration with the eflow operator
· Oversight of the Operator contact centre in their delivery of annual plans that align to this strategy and contractual KPIs which includes regular contact centre visits
· Oversight of Operator gathering and evaluating feedback from customers and customer verbatims to develop initiatives and/or quality improvement processes to enhance the customer experience.
· Oversight of the fellow customer channels (website, telephone, app, webchat, social media, email, IVR) to ensure that content is relevant and customer journeys encourage customers to choose to self-serve by default.
· Liaison with the TII fellow Public Information & Enforcement Manager on all customer educational and initiative campaigns to ensure customer needs and priorities are being addressed.
Other
· Presenting updates as required to TII senior management on Customer relation metrics and trends.
· Develop relationships with counterparts in other national authorities to facilitate knowledge-sharing
· Develop relationships within CX industry to facilitate best practice
· Assist colleagues within the Commercial Operations Division to prepare annual business plans, budgets, and reports for senior management.
· Undertaking such tasks, activities or other duties as may be required or assigned as appropriate to the grade.
All of the divisions within TII have inter-dependent responsibilities and close cooperation and teamwork is required across the organisation.
Education & Experience
· 5 years minimum experience working in a customer facing or contact centre responsible position with a high volume of contacts in a dynamic strategic operational environment.
· Degree or 3rd level qualification (NFQ Level 7 or higher) in a relevant discipline is desirable.
· Demonstrated substantial competence and experience in customer facing roles and delivering information to an organisation’s customers in a clear and consistent manner.
· Demonstrated experience in stakeholder management (e.g. public representative questions, FoIs, Media, national representative bodies).
· Proven effective people and relationship management ability dealing collaboratively with operators and contractors.
· Proactive listening skill with general public in relation to the delivery of public services.
· Highly organised with strong interpersonal skills, including verbal communication, written response writing and presentation skills.
· Effective decision maker and ability to work on own initiative.
· Business Process optimisation and project management experience desirable.
· Experience of transport policy and familiarity of tolling would be desirable.
· Familiarity with the culture and organisation of state agencies and operators.
To apply for, or to locate further information on, these posts please visit our website: https://www.tii.ie/careers/
The closing date for applications is 12pm Thursday 28th May at 12pm.
Transport Infrastructure Ireland is committed to a policy of equal opportunity.
