Customer Service Team Leader – Clonakilty

About the role

We are looking for a Customer Service Team Leader to manage a team of Advisors in our Clonakilty office. You will ensure high‑quality, customer‑focused service while meeting operational and compliance standards.

Key responsibilities

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

Required profile

• Excellent interpersonal, organisational and communication skills with strong grammar and vocabulary.
• Ability to demonstrate empathy, take ownership of issues and motivate others.
• Strong problem‑solving focus on customer outcomes.
• Experience in a KPI‑driven, multi‑channel customer service environment.
• Proven track record of leading and developing teams.

Required skills

• Telephony systems
• Computer systems

What we offer

• Competitive annual salary of €32,166
• Full‑time, permanent contract
• On‑site work in our Clonakilty office
• Opportunities for continuous improvement and career development