Job Description

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

Key Responsibilities

• 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

Skills & Experience

• 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