▷ [Only 24h Left] Customer Service Team Leader

7 days ago

Lucan, Ireland Grafton Group Full time

About the Role:

As Customer Service Team Leader, you’ll lead, coach, and support a team of Customer Service Agents to deliver exceptional service across all customer channels. You’ll oversee daily operations, monitor team performance, handle escalations, and ensure our customers always receive a positive, timely experience.

This role is based between Lucan & Support Office.

Key Responsibilities:

- Lead as One Team: Inspire, motivate, and develop your team of Customer Service Agents.
- Communicate business goals and objectives clearly, ensuring everyone is aligned.
- Foster a positive, collaborative, and customer-focused culture.
- Hold regular 1:1s and team meetings to share successes, discuss challenges, and provide training.
- Be Brilliant for Our Customers: Oversee daily operations to ensure we meet and exceed SLAs and KPIs (response time, resolution time, CSAT, tagging accuracy).
- Respond to customer enquiries across webform, live chat, WhatsApp, email, and phone.
- Take the lead on escalations and complex cases, ensuring every customer feels valued and heard.
- Stay up-to-date on product updates and service changes to provide accurate information.
- Do the Right Thing: Monitor ticket volumes and resource allocation to meet demand.
- Ensure consistent tagging, categorisation, and note quality across all tickets.
- Prepare weekly KPI reports, highlighting wins, challenges, and solutions.
- Uphold fairness and integrity in every customer and team interaction.
- Be Helpful: Provide real-time support and feedback during customer interactions.
- Identify skills or knowledge gaps and arrange training or support.
- Support cross-functional teams (logistics, supply chain, retail operations, commercial, digital) to resolve issues and drive improvements.
- Ensure the team is ready for seasonal campaigns and promotional activity.
- Be Ambitious: Drive process improvements to enhance efficiency and the customer experience.
- Analyse feedback and escalate recurring issues to drive positive change.
- Maximise the use of HubSpot and other CS technology to deliver the best possible service.
- Dedicate time to updating internal knowledge bases and creating new response templates.

Key Behaviors

- Leadership & Coaching: Ability to inspire, guide, and develop team members.
- Customer Focus: Passion for delivering outstanding customer service.
- Problem Solving: Strong decision-making skills under pressure.
- Communication: Clear, professional, and adaptable.
- Data-Driven: Comfortable interpreting performance metrics and using insights to drive improvements.
- Conflict Resolution: Skilled in managing escalations and handling difficult conversations.
- Organisational Skills: Effective at managing priorities, resources, and workflows.

We are an equal opportunity employer and value diversity at Woodie's We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation

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