Culligan Ireland→
Customer Service Team Leader at Culligan… · Claregalw…
Skills
Job Description
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
At Culligan Home, we specialise 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.
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
Lead and support a team of customer service agents to deliver high-quality service and meet daily performance targets
Coach, develop, and motivate team members through regular feedback, 1:1s, and team huddles
Ensure customer queries and complaints are handled efficiently, acting as the first point of escalation
Monitor and drive performance against KPIs such as FCR, response times, backlog, and quality
Manage team workloads, queues, and resource allocation to meet service level agreements
Maintain high standards of call quality, accuracy, and overall customer experience
Identify opportunities to improve service delivery, processes, and customer retention
Work closely with the Customer Service Manager and wider teams to ensure consistent service delivery
Track, report, and ensure accurate use of CRM systems and customer data
Support onboarding and training of new team members and promote a positive, high-performing team culture
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 organised with the ability to work in a fast-paced environment
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