Customer Service Team Leader

Role overview

Culligan Home is seeking a Customer Service Team Leader for its Claregalway, County Galway location. The business provides residential water treatment solutions across Ireland, including filtration systems, reverse osmosis units, and water softeners, all aimed at improving water quality, safety, and taste for households.

This position is a practical leadership role focused on guiding a customer service team, maintaining service standards, and making sure operational targets are met day to day.

Employment details

• Contract type: full-time, permanent role
• The appointment is subject to a 6-month probation period
• Work location: Claregalway, Co. Galway, Ireland
• Work style: on-site
• Salary: €40,000 per year, paid monthly
• Working pattern: Monday to Friday
• Annual leave: 23 days
• Hybrid working model mentioned in benefits

What the role involves

You will oversee the daily activity of customer service agents, support them through coaching and performance management, and help create a strong customer experience across every interaction. The role also involves handling escalations, improving service processes, and supporting team development.

Key responsibilities

• Guide and assist a customer service team so service quality stays high and daily goals are achieved
• Provide ongoing coaching, development, and motivation through feedback sessions, one-to-ones, and team huddles
• Handle customer complaints and queries effectively as the main escalation contact
• Track performance against operational measures such as first contact resolution, response time, backlog, and quality
• Manage workloads, queues, and staffing allocation to meet service-level expectations
• Protect standards for call handling, accuracy, and customer satisfaction
• Look for ways to improve service delivery, processes, and customer retention
• Partner with the Customer Service Manager and wider teams to keep service delivery consistent
• Monitor CRM usage and ensure customer records and reporting are accurate
• Help onboard and train new team members while encouraging a positive, high-performing culture

Experience and skills needed

Applicants should already have experience in a customer service or contact centre setting, ideally with some background as a team lead or senior agent. Strong people management, coaching, and performance tracking abilities are important, along with clear communication, problem-solving, and the ability to stay organised in a busy environment.

Benefits and perks

• Monday to Friday schedule
• Hybrid working option
• 23 days of annual leave
• Company pension scheme
• Shopping discounts through Perks at Work
• 24-hour access to employee assistance support
• Volunteer day
• Employee support network and mental health assistance
• Opportunity to progress within the company

Additional information

The organisation specialises in residential water treatment products and services for homes in Ireland. The advertised position is a hands-on leadership opportunity within the customer service function.