Customer Service Team Leader

About the role

We are looking for a hands‑on Customer Service Team Leader to join our Clonakilty office. You will split your time between handling customer calls and leading a team of advisors, ensuring a high‑quality experience for our customers while driving performance and continuous improvement.

Key responsibilities

• Answer customer calls (≈65% of time) and provide first‑time resolution across multiple channels.
• Supervise and support a team of Customer Service Advisors, monitoring KPIs such as quality, productivity, adherence, absence and attrition.
• Coach, mentor and develop team members to improve performance and satisfaction.
• Handle escalated complaints, conduct root‑cause analysis and implement improvements.
• Ensure accurate data capture, system updates and compliance with data protection and HR policies.
• Collaborate with the Operations Manager to meet business objectives.
• Manage payroll accuracy and minimise administrative errors.

Required profile

• Excellent interpersonal, organisational and communication skills with strong grammar and vocabulary.
• Ability to demonstrate empathy, take ownership of issues and solve problems for customers.
• Proven experience motivating and developing team members.
• Background in a KPI‑driven, multi‑channel customer service environment.
• Confidence using telephony and computer systems.

Required skills

What we offer

• Competitive salary of €32,166 per annum.
• Full‑time role – 37 hours per week.
• On‑site work in a supportive office environment.