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