Team Leader - Customer Service - Clonakilty
$34,500–$34,500 year
On-site · Clonakilty, Munster, Ireland
Job Summary
Customer Service Team Leader with responsibility for overseeing a team of Customer Service Advisors in the Clonakilty office. The role allocates 65% of time to call handling and 35% to Team Leader duties, including coaching, performance monitoring against KPIs, handling escalated complaints, ensuring right-first-time resolutions, data capture and system updates, payroll accuracy, and compliance with data protection and HR policies. Requires strong interpersonal and written communication skills, empathy, and a track record of motivating high-performing teams in a KPI-driven, multi-channel environment. Office-based in Clonakilty, Ireland, with a focus on continuous improvement and collaboration with the Operations Manager to achieve service objectives.
Required Qualifications
- Oversee day-to-day performance of a team of Customer Service Advisors
- 65% calls and 35% Team Lead duties
- Coach, mentor, and develop team members
- Monitor performance against KPIs including quality, productivity, adherence, absence, attrition
- Handle and resolve escalated customer complaints and conduct root cause analysis
- Ensure professional handling of customer interactions across multiple channels
- Data capture and system updates in line with business requirements
- Promote accountability, engagement and continuous improvement
- Collaborate with Operations Manager to meet objectives
- Manage payroll accuracy and minimize administrative errors
- Ensure compliance with data protection legislation and HR procedures
- Experience in KPI-driven, multi-channel customer service environment
- Strong interpersonal and organizational skills
- Excellent verbal and written communication skills
- Empathy and ownership of customer issues
- Proven ability to motivate and develop others
- Proficient with telephony and computer systems
- Office-based role in Clonakilty, Ireland
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