Customer Service Team Leader

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

Benefits offered by this job

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健康

Job summary

Culligan Ireland in Claregalway is seeking a Customer Service Team Leader to guide a team of agents and drive service quality. You will coach, monitor performance, and ensure high standards across all customer touchpoints.

The role focuses on leadership, coaching, and operational delivery, with a hybrid working model and a pension scheme, aimed at delivering exceptional customer outcomes.

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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Customer service

Team leadership

Coaching

KPIs management

Communication

Problem-solving

Organized

Tools

CRM systems

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

Requirements

• 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

Benefits

• 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