Team Leader - Customer Service

Job description

As a Customer Service Team Leader, you will oversee the day-to-day performance of a team of Customer Service Advisors, ensuring the delivery of an excellent customer experience. You will drive team performance, support continuous improvement, and ensure all operational and compliance standards are met. Leading by example is key. 📍 Location Office based in our Clonakilty office. Job title: Team Leader - Customer Service Job Description: Key Responsibilities ​ Skills & Experience - Your responsibilities will be split 65% calls and 35% Team Lead duties which would include: - Supervise and support a team of Customer Service Advisors to deliver high-quality, customer-focused service - Coach, mentor, and develop team members to improve performance, customer satisfaction, and efficiency - Monitor and drive performance against KPIs, including quality, productivity, adherence, absence, and attrition - Handle and resolve escalated customer complaints, conducting root cause analysis to identify trends and improvements - Ensure all customer interactions are handled professionally across multiple channels, delivering a “right first-time” resolution - Support accurate data capture and system upd...