Customer Service Team Lead

About the role

We are looking for a Customer Service Team Lead to join our Clonakilty office. In this hands‑on role you will split your time between answering customer calls and guiding a team of Customer Service Advisors to consistently meet quality and performance standards.

Key responsibilities

• Handle approximately 65 % of your time taking inbound customer calls, delivering “right‑first‑time” resolutions across multiple channels.
• Supervise and support a team of Customer Service Advisors, ensuring compliance with quality, productivity and adherence KPIs.
• Coach, mentor and develop team members, conducting performance reviews, counselling and disciplinary actions when required.
• Monitor team metrics such as absence, attrition and payroll accuracy, and work with the Operations Manager to meet business objectives.
• Resolve escalated complaints, perform root‑cause analysis and drive continuous improvement initiatives.
• Maintain accurate data capture and system updates in line with business and data‑protection requirements.

Required profile

• Excellent interpersonal, verbal and written communication skills with strong grammar.
• Demonstrated empathy and ownership when handling customer issues.
• Proven ability to motivate, develop and manage a performance‑driven team.
• Strong problem‑solving mindset focused on customer outcomes.
• Experience working in a KPI‑driven, multi‑channel customer service environment.

Required skills

• Proficiency with telephony systems.
• Comfortable using computer systems and related software.

What we offer

• Competitive salary of €32,166 per annum.
• Full‑time schedule – 37 hours per week.
• Office‑based role in a supportive, high‑performing team environment.