Job description
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. • 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 • 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 Additional information €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.
Requirements
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