Customer Service Team Leader

About the role

We are looking for a proactive Customer Service Team Leader to manage a group of Advisors in our Clonakilty office. You will ensure high‑quality service, drive performance against KPIs and foster a culture of continuous improvement.

Key responsibilities

• Supervise and support a team of Customer Service Advisors, handling 65% of calls and 35% leadership duties.
• Coach, mentor and develop team members to improve performance, satisfaction and efficiency.
• Monitor KPIs such as quality, productivity, adherence, absence and attrition, and take corrective actions.
• Resolve escalated customer complaints, conduct root‑cause analysis and implement improvements.
• Ensure professional handling of interactions across multiple channels, aiming for right‑first‑time resolution.
• Maintain accurate data capture and system updates in line with business requirements.
• Promote accountability, engagement and continuous improvement within the team.
• Collaborate with the Operations Manager to meet business objectives.
• Oversee 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 when needed.

Required profile

• Excellent interpersonal and organisational abilities.
• Strong verbal and written communication with high grammar standards.
• Empathetic approach with ownership of customer issues.
• Proven ability to motivate and develop team members.
• Effective problem‑solving focused on customer outcomes.
• Experience in a KPI‑driven, multi‑channel customer service environment.
• Confidence using telephony and computer systems.

Required skills

• Telephony systems
• Computer systems