Customer Service Team Leader

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