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  • The Courtyard , Hill Street
  • DUBLIN 1
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  • Job reference number:15321335
  • Client ID:RI/CSM/06
  • Posted on:09-FEB-2018
  • Salary:On application
  • Location:DUBLIN WEST
  • Job type:PERMANENT


Manager Assessment & Professional Services

The Assessment Delivery Team provide customers with con¿dence, assurance or certainty about aspects of their organisations or their activities. Assessment Services allow clients to reduce the risks to their organisations and ultimately help them improve and succeed by enhancing their company’s overall reputation, reducing their risks and building resilience for the future. Certification Services provide clients with con¿dence, assurance and certainty by using the Unit’s core competencies, expertise and experience, and in so doing improve and help organisations to become more successful.

Overall Purpose of Role

· Responsible for Customer Management and premium service delivery

· Responsibility for human resource planning and capacity management of the delivery and support team

· Responsible for scheduling, forecasting and logistical planning for the efficient & most cost effective delivery of services to customers

· Responsibility for recruitment within the team, performance management, succession planning and termination in conjunction with HR

· To build a culture where we make a difference to our clients, our people, our firm, our community and our profession.

· To unify our operations to drive efficiency through innovation, working smarter and applying best practice

Key Responsibilities and Accountability

Customer Management & Service delivery
· Manage and develop customer relations and manage customer service within the Unit, including;

o Organise and analysis service delivery and customer service KPIs

o providing help and advice to customers on(new standards, scope extensions, annual programmes etc.)

o Manage customer communications, including direct customer relationships and key account management (Both customer relationship and key account management are key areas and will need to be more defined )

o Investigate and solve customer problems, complaints and queries

· Improve customer service procedures, policies and standards for the Unit and train staff to deliver a high standard of customer service

Human Resource planning and management

· Motivate and maintain performance within the team, paying particular attention to accountability, high / poor performance, punctuality, attendance and working hours required to meet the client’s needs;

· Responsible for the overall management of the team to include hiring, training, competency assessment, scheduling, setting of goals, prioritisation of work, performance reviews, etc.

· Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimise performance

· Maintain a high level of morale within the team, facilitate team meetings effectively, hold regular status meetings. Conduct effective performance evaluations and mentor those with less experience.

· Set objectives, co-ordinate training and undertake performance reviews for the Team Leaders

· Ensure adherence to company policies by team leaders such as HR / absence / sick leave reporting etc., Health & Safety regulations and any other standards as adopted by the business;

· Managing and correcting under-performance in particular where it affects customer service levels or revenue targets

· Managing the well-being of the team

· Undertake performance reviews for direct reports / team members; Oversee the completion of performance reviews by direct reports

Scheduling and Logistics

· Forecasting demand and planning capacity within the team to ensure the optimum balance of resources for the delivery of current and future work

· Scheduling of human resources to efficiently and effectively deliver work-in-hand, new sales and new services assigned to the Unit

· Deliver and maintain short and long-term forecast/capacity plans and ensure sufficient staff is available

· KPI’s for team performance, capacity management, staff utilisation

Innovation and Improvement

· Ensure that in real-time the team is providing the appropriate oversight and takes appropriate action to meet service level goals and maximise efficiency and reduce costs were possible.

· Analyse historical trends and root cause to identify operational opportunities and pro-actively communicate this information to Management while implementing appropriate action plans

Other Responsibilities;

· Working with other parts of the organisation, ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities for the efficient delivery of services

· Reporting analytics for Service including the accurate compilation and distribution of information and reports

· Identify and drive business development and improvement opportunities aligned to the company’s strategy

· Seek out new opportunities in order to drive the strategic growth of the organisation;

· Meet financial objectives by forecasting requirements; preparing and managing the annual budget; scheduling expenditures;

· To do all and everything that may be necessary and as instructed, from time to time, in furtherance of the objectives set out above.


· Bachelor’s degree or equivalent.

· 8 or more years’ relevant work experience.

· 5 years plus proven track record in people management

· 5 years plus experience in customer service

Skills & Required Experience

· Management skills-proven track record in people management

· Teamwork – The ability to work on a collaborative basis with all parts of the Certification Europe team will be a key skill requirement

· Excellent oral communication and listening skills.

· Excellent organisational skills and attention to detail.

· Demonstrated ability to work effectively, both independently and in a team environment, in an atmosphere of multiple projects, shifting priorities and deadline pressures.

· Ability to gather and analyse facts, draw conclusions, define problems, and suggest solutions;

· Proven track record of leading by example;

· Ability to plan and prioritise;

· Strong interpersonal skills both internally and externally to effectively manage stakeholders and customer contact;

· Comfortable with public speaking and presentations;

· Excellent written and numeracy skills and be able to work comfortably using standard Office applications (Word, Excel etc.)

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