Customer Service Team Leader

culliganalabama; Galway; Hybrid; EUR 34,000 - 46,000; Full time

Benefits offered by this job

Hybrid Working Model

Annual Leave

Company Pension

Employee discounts

EAP access

Volunteering day

Career progression

Job summary

Culligan Home in Claregalway, Co. Galway, is seeking a Customer Service Team Leader to oversee a team of customer service agents, drive performance, and deliver excellent support for residential customers across Ireland.

You will coach staff, manage KPIs, handle escalations, and collaborate with the Customer Service Manager to ensure high-quality service. The role offers a 5-day week with hybrid working and a €40,000 per annum salary.

Qualifications

• Coaching and people management experience.
• Strong ability to manage KPIs and coach a team.
• Excellent communication and problem-solving skills.
• Highly organised with fast-paced environment discipline.

Responsibilities

• Coach and develop a team of Customer Service Agents to achieve goals.
• Provide regular feedback and ongoing development.
• Lead team meetings and support performance reviews.
• Handle customer enquiries professionally and in line with standards.
• Act as escalation point for customer issues and complaints.
• Monitor service levels and implement improvements.
• Maintain accurate customer records in CRM.
• Collaborate with the Customer Service Manager and wider teams.
• Escalate risks and recurring issues impacting customers.
• Assist with onboarding and training new team members.
• Promote compliant processes and continuous improvement.

Skills

Coaching

People management

KPI management

Communication

Problem solving

Organisation

Team leadership

Customer service

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 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

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