Team Leader - Customer Service

As a Customer Service Team Leader, you will oversee the day-to-day performance of a team of Customer Service Advisors, ensuring the delivery of an excellent customer experience. You will drive team performance, support continuous improvement, and ensure that all operational and compliance standards are met. Leading by example is key to success in this role. This is a hands-on leadership role where you'll spend approximately 65% of your time supporting customers and 35% coaching, developing and motivating your team to deliver exceptional service. Based in our Clonakilty office, you'll enjoy a structured 37-hour working week, offering greater work life balance 📍 Office based Clonakilty, Co. Cork 💰 €32,166 per annum ⏰ 37 Hours Per Week | Permanent | Full-Time ✅ Standard working pattern Monday-Friday ✅ Shifts between 07:00 - 16:00 ✅ Only 1 weekend in every 4 weeks Saturday and Sunday: 07:00 - 13:00 with a day off during the week in lieu. **Job title:** Team Leader - Customer Service **Job Description:** **Key Responsibilities** * Your responsibilities will be split 65% calls and 35% Team Lead duties which would include: * Supervise and support a team of Customer Service Advisors to deliver high-quality, customer-focused service * Coach, mentor, and develop team members to improve performance, customer satisfaction, and efficiency * Monitor and drive performance against KPIs, including quality, productivity, adherence, absence, and attrition * Handle and resolve escalated customer complaints, conducting root cause analysis to identify trends and improvements * Ensure all customer interactions are handled professionally across multiple channels, delivering a “right first-time” resolution * Support accurate data capture and system updates in line with business requirements * Promote a culture of accountability, engagement, and continuous improvement within the team * Work closely with the Operations Manager to meet business objectives and enhance overall service delivery * Manage 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 where required **Skills & Experience** * Excellent interpersonal and organisational skills * Strong verbal and written communication skills with a high standard of grammar and vocabulary * Ability to demonstrate empathy and take ownership of customer issues * Proven ability to motivate and develop others * Strong problem-solving skills with a focus on customer outcomes * Experience working in a KPI-driven, multi-channel customer service environment * Confident using telephony and computer systems **What Success Looks Like** * Consistent delivery of KPI targets * High levels of customer satisfaction and first-time resolution * Engaged, motivated, and high-performing team * Continuous improvement in processes and customer experience **Additional Benefits** * 22 days annual leave plus public holidays * Employee Assistance Programme (EAP) * Access to learning and development opportunities * Career progression within a global organisation **Location:** Clonakilty , Ireland **Time Type:** Full time **Contract Type:** Permanent