• Regulatory Compliance & Governance: Ensure adherence to regulatory frameworks (e.g., CPC, GDPR), maintain accurate reporting, manage complaint processes, and support governance boards with timely data and insights.
• Operational Oversight: Maintain documented procedures, monitor KRIs, manage incidents, and ensure compliance and operational training records are up to date.
• Customer Service Leadership: Lead and develop the Swords-based team, fostering a high-performance culture with clear objectives, coaching, and career development.
• Outsourced Service Management: Oversee hybrid customer service delivery, ensuring SLAs, KPIs, and quality standards are met, with effective escalation and collaboration between onshore and offshore teams.
• Customer Experience & Insight: Drive CSAT initiatives, gather and act on customer feedback, and collaborate on improving customer journeys and self-service options.
• Continuous Improvement: Champion automation, self-serve enhancements, and new technologies using data-driven insights and business cases to reduce friction and improve service.
• Strategic Projects & Expansion: Lead and support new initiatives, rollouts, and geographical expansions, ensuring customer service readiness and alignment with business goals.
• EMEA Collaboration & Budgeting: Represent the regulated entity within the BHN EMEA network, contribute to shared solutions, manage budgets, and lead forecasting and seasonal planning.

• Proven leadership in building and managing high-performing Customer Service teams.
• Experienced in implementing QA and KPI frameworks to drive performance, compliance, and customer satisfaction.
• Strong track record in leading multi-site, multi-country contact centre operations with measurable business impact.
• Skilled in coaching and developing teams, with a clear customer-first mindset and ability to inspire performance.
• Comfortable operating in matrix structures and outsourced environments across different time zones.
• Highly organised, data-driven, and tech-savvy, with excellent communication skills and a focus on continuous improvement.

• Work-Life Balance: 23 days annual leave, birthday time off and volunteering leave.
• Health & Well-being: Private medical insurance, employee assistance program, enhanced parental leave, and free eye tests.
• Financial Rewards: Group income protection, pension scheme, and exclusive discounts with our one4all cards.
• Flexibility & Engagement: Office group activities and support for physical and mental health.
• Recognition: Participate in Flyers, our leading recognition program with financial rewards.
• Hybrid Working – typically 2 days per week in the office. We’re open to flexible working arrangements and will consider reasonable adjustments in line with individual needs.

• Stage 1: Shortlisting of suitable candidates
• Stage 2: Screening Call
• Stage 3: Interview(s) with Hiring Manager(s)
• Stage 4: Feedback/Hired

Blackhawk Network is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all backgrounds and will make reasonable adjustments throughout the recruitment process.