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
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 organised 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
Other open roles at Culligan Ireland(6)
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Key team members
Sarah Halpin (O'Brien)
Darryn Lowans
Denise Doyle
Emma Donohoe
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