Customer Service Team Leader (Claregalway)

About the role

Culligan Home is seeking a proactive Customer Service Team Leader to manage a group of agents in Claregalway. You will be responsible for ensuring high‑quality service delivery, meeting operational KPIs and fostering a positive team culture.

Key responsibilities

• Lead, coach and motivate a team of customer service agents to achieve daily performance targets.
• Act as the first point of escalation for customer queries and complaints, ensuring efficient resolution.
• Monitor and drive performance against KPIs such as first‑call resolution, response times, backlog and quality.
• Manage workloads, queues and resource allocation to meet service‑level agreements.
• Maintain high standards of call quality, accuracy and overall customer experience.
• Identify and implement process improvements to enhance service delivery and customer retention.
• Collaborate with the Customer Service Manager and other departments to ensure consistent service.
• Track, report and ensure accurate use of CRM systems and customer data.
• Support onboarding and training of new team members.

Required profile

• Experience in a customer service or contact‑center environment.
• Previous experience in a team‑lead or senior‑agent role.
• Strong coaching and people‑management abilities.
• Comfortable managing KPIs and team performance metrics.
• Excellent communication and problem‑solving skills.
• Highly organised and able to thrive in a fast‑paced environment.

Required skills

• CRM systems

What we offer

• Monday‑Friday hybrid working pattern.
• 23 days annual leave plus volunteering day.
• Company pension scheme.
• Shopping discounts via Perks at Work.
• 24‑hour access to Employee Assistance Programme.
• Opportunities for career progression.