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 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

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 organised 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