Job Description
As a Customer Service Team Leader, you will play a key role in delivering an outstanding customer experience while leading and supporting a team of Customer Service Advisors. This is a hands-on leadership role, where you will balance team management responsibilities with active participation in customer interactions.
Approximately 65% of your time will be spent handling customer calls, ensuring service excellence and supporting operational demand, while 35% will focus on team leadership, including coaching, performance management, and driving continuous improvement.
You will oversee daily team performance, ensuring that quality, compliance, and service standards are consistently met. Leading by example, you will motivate and develop your team, fostering a positive, high-performing environment.
This is an office-based position located in our Clonakilty office.
Salary: €32,166 per annum
Hours: 37 hours per week
Job Requirements
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