Customer Service Team Leader

About the role

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 specialise 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 Lead and support a team of customer service agents to deliver high-quality service and meet daily performance targets Coach, develop, and motivate team members through regular feedback, 1:1s, and team huddles Ensure customer queries and complaints are handled efficiently, acting as the first point of escalation Monitor and drive performance against KPIs such as FCR, response times, backlog, and quality Manage team workloads, queues, and resource allocation to meet service level agreements Maintain high standards of call quality, accuracy, and overall customer experience Identify opportunities to improve service delivery, processes, and customer retention Work closely with the Customer Service Manager and wider teams to ensure consistent service delivery Track, report, and ensure accurate use of CRM systems and customer data Support onboarding and training of new team members and promote a positive, high-performing team culture 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 organised with the ability to work in a fast-paced environment 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

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