Your responsibilities will be split 65% calls and 35% Team Lead duties which would include:
Supervise and support a team of Customer Service Advisors to deliver high-quality, customer-focused service
Coach, mentor, and develop team members to improve performance, customer satisfaction, and efficiency
Monitor and drive performance against KPIs, including quality, productivity, adherence, absence, and attrition
Handle and resolve escalated customer complaints, conducting root cause analysis to identify trends and improvements
Ensure all customer interactions are handled professionally across multiple channels, delivering a "right first-time" resolution
Support accurate data capture and system updates in line with business requirements
Promote a culture of accountability, engagement, and continuous improvement within the team
Work closely with the Operations Manager to meet business objectives and enhance overall service delivery
Manage payroll accuracy and minimise administrative errors
Ensure compliance with data protection legislation, company policies, and HR procedures
Conduct performance management, including coaching, counselling, and disciplinary processes where required
Requirements
Excellent interpersonal and organisational skills
Strong verbal and written communication skills with a high standard of grammar and vocabulary
Ability to demonstrate empathy and take ownership of customer issues
Proven ability to motivate and develop others
Strong problem-solving skills with a focus on customer outcomes
Experience working in a KPI-driven, multi-channel customer service environment
Confident using telephony and computer systems
What Success Looks Like
Consistent delivery of KPI targets
High levels of customer satisfaction and first-time resolution
Engaged, motivated, and high-performing team
Continuous improvement in processes and customer experience
Location:
Clonakilty ,
Ireland
Time Type:
Full time
Contract Type:
Permanent
Additional Information
As a Customer Service Team Leader, you will oversee the day-to-day performance of a team of Customer Service Advisors, ensuring the As a Customer Service Team Leader, you will oversee the day-to-day performance of a team of Customer Service Advisors, ensuring the delivery of an excellent customer experience. You will drive team performance, support continuous improvement, and ensure all operational and compliance standards are met. Leading by example is key.
Office based in our Clonakilty office.
Job title:
Team Leader - Customer Service
Job Description:
Capita · Clonakilty