Customer Service Team Leader

About this role

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