Customer Service Team Leader

3 weeks ago

Maynooth, Co Kildare, Ireland Abtran Full time
Customer Service Team Leader

Abtran has an exciting position available for an experienced Customer Service Team Leader to join our office in Maynooth, Co. Kildare.

Reporting to the Operations Manager, you will be responsible for leading, guiding, motivating, and managing the performance of your team. You will have strong analytical skills and the ability to lead and drive performance, increasing quality across the Business Unit. Ensuring that the team is trained and equipped with the necessary soft skills to deliver excellent service to our clients and customers is essential. As a Team Leader, you will contribute to the success of the business unit and act accordingly.

This is a fully onsite role based in our offices in Maynooth.

Key Responsibilities:
  1. Work with the Operations Manager to ensure calls are answered efficiently, understanding the business unit contract.
  2. Stretch, coach, develop, and support your team members, ensuring regular formal and informal 1:1s and compliance with Abtran's framework.
  3. Practice Abtran values of teamwork by leading by example with your team.
  4. Familiarize yourself with and consistently apply company policies and procedures.
  5. Identify and support staff development, succession planning, and talent management opportunities.
  6. Monitor, analyze (call calibration), and act to ensure quality standards are met.
  7. Maintain account knowledge, including attending relevant product and process training.
  8. Respond to client queries and communicate complex ideas clearly and simply.
  9. Meet targets on a daily, weekly, and monthly basis.
  10. Lead by example, promoting a culture of learning and customer service excellence.
Ideal Candidate:
  • Flexible, adaptable, and positive towards change.
  • Professional, diplomatic, and analytical in approach.
  • High level of commercial and business focus.
  • Ability to multi-task in a busy environment and handle customer queries.
  • Proficient in MS Office (Word, Excel, etc.).
  • Excellent communication skills for internal and external interactions.
What We Offer:

At Abtran, you become part of a team and community. We invest in your professional and personal development through various training programs, recognized for innovation in technology. We promote internal career progression and have numerous success stories.

Additional Benefits:
  • Wellbeing and health discount programs
  • Employee Assistance Program
  • Pension scheme
  • Employee discounts
  • Life cover
  • Development programs
  • Refer a Friend Scheme
  • Maternity and Paternity Pay

We foster a vibrant community through initiatives like our Charity Club, Sports & Social Committee, LGBT Society, and Abtran FC Soccer Team. We value work-life balance and aim to make your work experience enjoyable.

The above statements describe the general nature and level of work performed. They are not exhaustive. All personnel may be required to perform duties outside their normal responsibilities as needed.

Abtran is an equal opportunity employer committed to diversity and inclusion. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to gender, civil status, family status, sexual orientation, age, disability, race, religion, or membership of the Traveller community.

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