Customer Care Team Leader

Customer Care Team Leader (Maternity Cover)

Employment Type: Fixed-Term Contract
Location: Limerick

About Our Client

Our client is a leading communications and connectivity provider in Ireland delivering essential services to consumers and businesses nationwide. They offer award-winning solutions across broadband TV mobile and voice services with a strong focus on customer experience innovation and operational excellence. The organisation operates within a large international group and places a strong emphasis on inclusion collaboration and professional development.

About the Role

Reporting to the Operations Manager the Customer Care Team Leader will be responsible for leading a Customer Services Support Team of approximately 15 direct reports. This is a highly visible hands-on leadership role with full accountability for the end-to-end performance of the team.

The successful candidate will be an experienced people manager with strong operational knowledge across customer care product and support processes. You will foster a positive can-do culture while working collaboratively across multiple lines of business within the customer care function.

This role carries direct responsibility for daily operational delivery performance management quality standards and KPI achievement across first-line and second-line customer support activities. The Team Leader will lead through influence and collaboration working side-by-side with their team to motivate mentor and drive consistent performance.

Key Responsibilities

• Lead coach and develop a customer services team to achieve operational and performance targets

• Drive and motivate the team to deliver an exceptional customer experience

• Set measure and review individual and team KPIs through formal and informal feedback mechanisms

• Develop and enhance value-added customer care within the team

• Take ownership of customer issues ensuring timely escalation and effective resolution

• Identify service issues and improvement opportunities and communicate these to relevant stakeholders

• Drive commercial awareness and support commercial initiatives within the team

• Assess ongoing training needs and deliver coaching and development activities accordingly

• Support the Operations Manager and wider leadership team as required

• Maintain up-to-date knowledge of products procedures and operational updates

• Act as a point of reference and provide technical guidance to team members

• Support other business areas in line with operational requirements

Skills & Experience

Essential:

• Experience working in a fast-paced environment ideally within a busy contact centre

• Proven people management experience with a minimum of 1 year leading motivating and coaching teams

• Strong interpersonal skills with the ability to build positive effective working relationships

The Ideal Candidate

• A strong problem-solver who can quickly identify root causes and practical solutions

• An effective communicator capable of engaging clearly with stakeholders at all levels

• Comfortable working in a fast-paced high-pressure environment and adapting to change

• A natural leader who motivates teams to achieve strong results

• Highly detail-oriented with a strong focus on quality and consistency

• Well organised with excellent time management and prioritisation skills

• Proactive resourceful and self-motivated in approach