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
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Ensure customer queries and complaints are handled efficiently, acting as the first point of escalation
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Monitor and drive performance against KPIs such as FCR, response times, backlog, and quality
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Manage team workloads, queues, and resource allocation to meet service level agreements
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Maintain high standards of call quality, accuracy, and overall customer experience
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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
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Requirements
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Experience in a customer service or contact center environment
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Previous experience in a team lead or senior agent role
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Strong coaching and people management skills
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Comfortable managing KPIs and team performance metrics
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Excellent communication and problem-solving skills
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Highly organised with the ability to work in a fast-paced environment
Benefits
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Monday-Friday working pattern
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Hybrid Working Model
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23 Day's Annual Leave
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Company Pension Scheme
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Shopping discounts with Perks at Work
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24hrs access to EAP
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Volunteering Day
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Employee support network and mental health assistance
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Opportunity for career progression
