Customer Service Team Lead

Customer Service Team Lead / Supervisor

We’re recruiting a Customer Service Team Lead / Supervisor for a well-established and rapidly growing commercial services company in Dublin West. This is an exciting opportunity for someone ready to step up, take full ownership of a busy customer service function, and grow into a more senior leadership role over time.

Why this role stands out: you’ll lead a capable team, shape processes, influence service performance, and work closely with senior stakeholders across Sales, Finance, and Transport. You’ll have direct visibility at management level, the chance to build structure, set KPIs, and put your stamp on a customer-facing function during a key phase of company growth.

Location: Dublin West (Onsite)
Salary: €50,000 – €60,000
Hours: Monday – Friday, 8:30 am – 5:00 pm
Reporting to: Operations Director
Benefits: Statutory pension, on-site parking, canteen, supportive and collaborative environment

Key Responsibilities:
Team Leadership & Performance


Lead, support, and develop a team of 7–10 customer service agents.
Provide coaching, structure, and daily support to drive high performance.
Monitor call and email volumes (approx. 20 calls & 50 emails per agent per day) to ensure efficiency.
Establish, track, and report on KPIs weekly and monthly.
Identify skill gaps and support training and onboarding for new team members.


Customer Service Delivery


Act as an escalation point for customer issues, ensuring quick and effective resolution.
Take ownership of complex or time-sensitive customer queries.
Handle on-the-spot pricing or cost calculations when required.
Maintain a customer-first culture while managing expectations clearly and professionally.


Cross-Functional Communication


Serve as the central liaison between Sales, Finance, and Transport.
Ensure customer orders, quotations, paperwork, and pricing details are accurate and completed on time.
Support the sales team with documentation and follow-ups, keeping workflow moving efficiently.
Work collaboratively to troubleshoot issues and streamline communication across departments.


Reporting & Continuous Improvement


Generate weekly performance summaries for the Operations Director.
Provide bi-weekly updates for senior management meetings.
Review internal processes, identify bottlenecks, and recommend workflow improvements.
Contribute to CRM optimisation (HubSpot) and improve system usage across the team.
Support the development of emerging team leads to build internal progression pathways.



Skills & Experience Required:


Minimum 3–5 years’ experience in customer service, operations support, or client success.
Experience supervising or mentoring staff, or strong ambition to step into a formal team lead role.
Strong written and verbal communication skills with the ability to liaise across multiple departments.
Comfortable handling figures, performing quick calculations, and interpreting commercial information.
Highly organised, proactive, and calm under pressure in a fast-paced environment.
CRM experience (HubSpot an advantage) and confident working with reporting metrics.
Experience in a commercial, logistics, transport, or service-driven environment is beneficial.



For more information please apply through the link provided for the attention of David McCoy or email David at david.mccoy@osborne.ie  call Osborne Recruitment on 01 5984334
If you are interested in finding out more about the above role and would like to be considered other suitable roles that we may have available for your skill set – please attach your CV via the link provided.
Please submit your updated CV in Word Format
If you are living in Ireland and hold a valid work permit, we would love to hear from you, if however you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search.

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