# Customer Service Team Leader

**Company:** [Culligan Ireland](http://jobs.workable.com/companies/sykt6xiXN5FWF5eU8VTtEE.md)
**Location:** Claregalway, Ireland
**Workplace:** on site
**Department:** Culligan Home Ireland

[Apply for this job](http://jobs.workable.com/view/a72b3679-79d2-46b9-b37f-eed6097589d4)

## 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 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