Customer Service Team Lead
2 weeks ago
My client is currently hiring for a Customer Service Team Lead on a permanent basis based in Dublin West.
Responsibilities:
- Supervise daily operations to optimise productivity, service quality and results in line with centre standards.
- Plan staff rotas, allocated resources and monitored performance against targets, including incentive schemes.
- Draft and reviewed customer correspondence, ensuring accuracy and professionalism.
- Maintain staff records (attendance, leave, appraisals, disciplinary actions) and liaise with HR as required.
- Prepare and present weekly and monthly performance reports to management.
- Provide technical support, guidance and escalation management for the team.
- Ensure compliance with contractual, procedural and regulatory requirements.
- Analyse performance data and implement improvements to enhance service delivery.
- Motivate and coach team members, conducting regular performance reviews and identify training needs.
- Delivered on-the-job coaching, mentoring and facilitate team communication through meetings and briefings.
- Support recruitment, training and onboarding of new staff as required.
Experience & Qualifications
- Excellent communication skills, with strong business writing ability.
- Proven expertise in customer care, issue resolution and service handling.
- Strong analytical skills with experience in business planning.
- Effective interpersonal and coaching skills with the ability to lead and motivate teams.
- Proficient in Microsoft Office Suite and related IT systems.
- Demonstrated team leadership experience with measurable results.
- Background in automotive or insurance sectors (advantageous).
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