Customer Service Team Leader

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, multi‑channel support, drive performance against KPIs and foster a culture of continuous improvement.

Key responsibilities

• Supervise and support a team of Customer Service Advisors, ensuring excellent customer experience.
• Coach, mentor and develop team members to improve performance, satisfaction and efficiency.
• Monitor and drive performance against KPIs such as quality, productivity, adherence, absence and attrition.
• Handle escalated complaints, conduct root‑cause analysis and implement improvements.
• Ensure all interactions across phone, email and chat are professional and achieve “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 actions 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.
• Strong problem‑solving focus 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

What we offer

• Annual salary of €32,166.
• Full‑time permanent contract.
• On‑site work in Clonakilty, Ireland.