Customer Service Team Lead

Role Overview

As a Customer Service Team Lead at our Clonakilty office, you will be instrumental in delivering exceptional customer experiences while managing a team of Customer Service Advisors. This role requires a practical leadership approach where you actively engage in customer interactions approximately 65% of the time, and dedicate 35% of your efforts to leading and developing your team.

Key Responsibilities

• Oversee daily team performance to ensure adherence to quality, compliance, and service standards.
• Provide hands-on support and supervision to Customer Service Advisors, ensuring excellent customer service delivery.
• Coach, mentor, and support team members to enhance their performance, efficiency, and customer satisfaction levels.
• Monitor and manage key performance indicators including quality, productivity, attendance, and attrition rates.
• Address and resolve escalated customer complaints, carrying out root cause analysis to identify trends and make improvements.
• Ensure all customer interactions are conducted professionally across multiple channels with a focus on achieving first-time resolution.
• Support accurate data recording and system updates in alignment with business needs.
• Foster a culture of accountability, engagement, and continuous process enhancement within the team.
• Collaborate closely with the Operations Manager to achieve business objectives and improve overall service quality.
• Manage payroll accuracy and reduce administrative errors efficiently.
• Ensure compliance with data protection laws, company policies, and HR guidelines.
• Conduct performance management activities such as coaching, counseling, and when necessary, disciplinary procedures.

Required Skills and Experience

• Strong interpersonal skills coupled with excellent organizational capabilities.
• Effective verbal and written communication skills with meticulous attention to grammar and vocabulary.
• Empathy and accountability in handling customer issues.
• Proven ability to motivate and develop team members.
• Advanced problem-solving skills directed towards customer-centric solutions.
• Experience working within a KPI-oriented, multi-channel customer service environment.
• Confidence and competence in using telephony and computer systems.

Success Indicators

• Consistent achievement of KPI targets.
• High customer satisfaction and efficient first-time resolution rates.
• A motivated, engaged, and high-performing team.
• Ongoing improvements in processes and customer experience.

Additional Information

• Location: Clonakilty office (office-based position).
• Working hours: 37 hours per week.
• Salary: €32,166 per annum.