Customer Service Team Leader

Culligan Water Ireland; Claregalway; Hybrid; EUR 36,000 - 44,000; Full time

Benefits offered by this job

Hybrid Working Model

23 Days Annual Leave

Company Pension Scheme

Perks at Work discounts

EAP access

Volunteering Day

Mental health support

Career progression

Job summary

Culligan Home in Claregalway, Co. Galway, seeks a Customer Service Team Leader to supervise a team of agents and drive service quality.

You will coach, manage performance, and ensure key KPIs are met while delivering an excellent customer experience across all touchpoints. The role is full-time, hybrid, with a 6-month probation.

Join us to lead a hands-on team in delivering outstanding water-treatment customer support.

Qualifications

• Experience in a customer service or contact centre environment.
• Previous experience in a team lead or senior agent role.
• Strong coaching and people management skills.
• Comfortable managing KPIs and team performance metrics.
• Excellent communication and problem-solving skills.
• Highly organized with the ability to work in a fast-paced environment.

Responsibilities

• Coach and develop a team of Customer Service Agents to meet performance goals.
• Oversee daily workloads to ensure service levels and KPIs are achieved.
• Act as escalation point for customer issues and complaints.
• Collaborate with Customer Service Manager and other teams to support service delivery.
• Maintain accurate customer records in CRM and uphold quality standards.
• Promote a culture of professionalism and continuous improvement.

Skills

Customer service / contact centre

Team leadership

Coaching & people management

KPIs / performance management

Communication & problem-solving

Organization / time management

Job description

Job title: Customer Service Team Leader

Contract Type: Full Time Permanent, subject to 6 months' probation

Location: Claregalway, Co. Galway

Salary: €40,000 per annum, paid monthly

At Culligan Home, we specialize in providing high-quality water treatment solutions to residential customers across Ireland. Our offering includes filtration systems, reverse osmosis units, and water softeners, helping households enjoy cleaner, safer, and better-tasting water. We are looking for a Customer Service Team Lead to join our team in Claregalway.

This is a hands-on leadership role responsible for overseeing the day-to-day performance of a team of customer service agents, ensuring high-quality service delivery and achievement of key operational KPIs.

You’ll play a key role in coaching your team, managing performance, and delivering an excellent customer experience across all touchpoints.

Key Responsibilities:

Team Supervision & Coaching

• Support, coach and develop a team of Customer Service Agents to achieve individual and team performance goals.
• Provide regular feedback, performance support and ongoing development.
• Lead team meetings and contribute to performance reviews and engagement initiatives.

Service Delivery & Quality

• Ensure customer enquiries are handled efficiently, professionally and in line with company standards.
• Act as an escalation point for customer issues and complaints where required.
• Monitor service quality and implement improvements to enhance customer outcomes.

Operational Execution

• Coordinate daily workloads and resources to ensure service levels and KPIs are achieved.
• Monitor team performance metrics and identify opportunities for improvement.
• Ensure accurate customer records and activity tracking within CRM systems.

Customer Experience & Retention

• Support the delivery of an excellent customer experience across all customer interactions.
• Identify opportunities to improve customer satisfaction, service delivery and retention.
• Promote customer-focused solutions and value-added services where appropriate.

Collaboration & Communication

• Work closely with the Customer Service Manager and wider business teams to support service delivery.
• Escalate risks, trends and recurring issues that may impact customers or operations.
• Assist with onboarding and training new team members.

Compliance & Standards

• Ensure compliance with company policies, procedures and quality standards.
• Maintain strong product and process knowledge to support customers effectively.
• Promote a culture of professionalism, accountability and continuous improvement.

• Experience in a customer service or contact center environment
• Previous experience in a team lead or senior agent role
• Strong coaching and people management skills
• Comfortable managing KPIs and team performance metrics
• Excellent communication and problem-solving skills
• Highly organized with the ability to work in a fast-paced environment

• Monday-Friday working pattern
• Hybrid Working Model
• 23 Day's Annual Leave
• Company Pension Scheme
• Shopping discounts with Perks at Work
• 24hrs access to EAP
• Volunteering Day
• Employee support network and mental health assistance
• Opportunity for career progression