# Customer Service Team Leader

**Company:** [Culligan Ireland](https://jobs.workable.com/companies/sykt6xiXN5FWF5eU8VTtEE.md)
**Location:** Claregalway, Ireland
**Workplace:** on site
**Employment type:** Full-time
**Department:** Culligan Home Ireland

[Apply for this job](https://jobs.workable.com/view/234e5366-57e3-4685-bed2-766c07cac265)

## Description

**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