Customer Service Team Leader
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Before you apply
Salary€40k/mo
LocationClaregalway, County Galway, Ireland
Work modehybrid
Typefull-time
SeniorityLead
DepartmentCulligan Home Ireland
Company size7+ people
PostedOct 27, 2026 · 1w ago
Verified live2d ago
At a glanceSummarised by Seekless from the posting.
Experience in a customer service or contact center environment
Previous experience in a team lead or senior agent role
Strong coaching and people management skills
Comfortable managing KPIs and team performance metrics
Excellent communication and problem-solving skills
Highly organized with the ability to work in a fast-paced environment
Benefits
Health insurance
Pension
Annual leave
Hybrid work
Employee assistance program
Volunteering day
Career progression
Job title: Customer Service Team Leader
Contract Type: Full Time Permanent, subject to 6 months’ probation
Location: Claregalway, Co. Galway
Salary: €40,000 per annum, paid monthly
About the company
At Culligan Home, we specialize in providing high-quality water treatment solutions to residential customers across Ireland. Our offering includes filtration systems, reverse osmosis units, and water softeners, helping households enjoy cleaner, safer, and better-tasting water. We are looking for a Customer Service Team Lead to join our team in Claregalway.
About the role
This is a hands-on leadership role responsible for overseeing the day-to-day performance of a team of customer service agents, ensuring high-quality service delivery and achievement of key operational KPIs.
You’ll play a key role in coaching your team, managing performance, and delivering an excellent customer experience across all touchpoints.
Key Responsibilities:
Team Supervision & Coaching
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Support, coach and develop a team of Customer Service Agents to achieve individual and team performance goals.
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Provide regular feedback, performance support and ongoing development.
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Lead team meetings and contribute to performance reviews and engagement initiatives.
Service Delivery & Quality
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Ensure customer enquiries are handled efficiently, professionally and in line with company standards.
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Act as an escalation point for customer issues and complaints where required.
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Monitor service quality and implement improvements to enhance customer outcomes.
Operational Execution
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Coordinate daily workloads and resources to ensure service levels and KPIs are achieved.
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Monitor team performance metrics and identify opportunities for improvement.
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Ensure accurate customer records and activity tracking within CRM systems.
Customer Experience & Retention
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Support the delivery of an excellent customer experience across all customer interactions.
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Identify opportunities to improve customer satisfaction, service delivery and retention.
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Promote customer-focused solutions and value-added services where appropriate.
Collaboration & Communication
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Work closely with the Customer Service Manager and wider business teams to support service delivery.
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Escalate risks, trends and recurring issues that may impact customers or operations.
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Assist with onboarding and training new team members.
Compliance & Standards
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Ensure compliance with company policies, procedures and quality standards.
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Maintain strong product and process knowledge to support customers effectively.
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Promote a culture of professionalism, accountability and continuous improvement.
Requirements
•
Experience in a customer service or contact center environment
•
Previous experience in a team lead or senior agent role
•
Strong coaching and people management skills
•
Comfortable managing KPIs and team performance metrics
•
Excellent communication and problem-solving skills
•
Highly organized with the ability to work in a fast-paced environment
Benefits
•
Monday-Friday working pattern
•
Hybrid Working Model
•
23 Day’s Annual Leave
•
Company Pension Scheme
•
Shopping discounts with Perks at Work
•
24hrs access to EAP
•
Volunteering Day
•
Employee support network and mental health assistance
•
Opportunity for career progression
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