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Customer Service Team Leader
Culligan Ireland
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Source date: 11/2/2026
About this role
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 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. 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 * Support, coach and develop a team of Customer Service Agents to achieve individual and team performance goals. * Provide regular feedback, performance support and ongoing development. * Lead team meetings and contribute to performance reviews and engagement initiatives. Service Delivery & Quality * Ensure customer enquiries are handled efficiently, professionally and in line with company standards. * Act as an escalation point for customer issues and complaints where required. * Monitor service quality and implement improvements to enhance customer outcomes. Operational Execution * Coordinate daily workloads and resources to ensure service levels and KPIs are achieved. * Monitor team performance metrics and identify opportunities for improvement. * Ensure accurate customer records and activity tracking within CRM systems. Customer Experience & Retention * Support the delivery of an excellent customer experience across all customer interactions. * Identify opportunities to improve customer satisfaction, service delivery and retention. * Promote customer-focused solutions and value-added services where appropriate. Collaboration & Communication * Work closely with the Customer Service Manager and wider business teams to support service delivery. * Escalate risks, trends and recurring issues that may impact customers or operations. * Assist with onboarding and training new team members. Compliance & Standards * Ensure compliance with company policies, procedures and quality standards. * Maintain strong product and process knowledge to support customers effectively. * 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