Customer Care Team Leader

Customer Care Team Leader

Location: Limerick

About Our Client

Our client is a leading communications and connectivity provider in Ireland, delivering essential services to consumers and businesses nationwide. Operating across consumer, business, and broadcast divisions, the organisation is recognised for its market-leading connectivity solutions, customer experience focus, and ongoing investment in innovation and people. The business is part of a large international group with a strong presence across Europe.

About the Role

Reporting to the Operations Manager, the Customer Care Team Leader is a highly visible leadership role within the customer care function. The successful candidate will be responsible for leading a Customer Services Support Team of approximately 15 direct reports, with full accountability for end-to-end team performance.

This role requires a strong people manager with solid operational, product, and support process knowledge. The Team Leader will work closely with internal stakeholders across multiple lines of business, driving a positive can-do culture while ensuring service excellence, quality, and performance standards are consistently met.

Key Responsibilities

• Effectively lead, coach, and develop a customer services team to achieve high performance
• Drive and motivate the team to deliver an excellent customer experience
• Set, monitor, and review individual and team KPIs through formal and informal feedback mechanisms
• Take ownership of customer issues, ensuring timely escalation, resolution, and closure
• Proactively identify service issues and improvement opportunities, escalating recommendations where appropriate
• Develop value-added customer care within the team
• Drive commercial awareness and support relevant commercial offerings within the team
• Assess ongoing training needs and deliver coaching and development initiatives accordingly
• Act as a point of reference and provide technical and process guidance to team members
• Maintain up-to-date knowledge of products, procedures, and operational updates
• Support management and cross-functional teams in line with business requirements

Skills & Experience

• Experience working in a fast-paced customer service or contact centre environment
• Ideally a minimum of 1 years experience in a people management or team leadership role
• Proven ability to lead, motivate, and coach teams to achieve consistent performance
• Strong interpersonal skills with the ability to build positive and effective working relationships

The Ideal Candidate

• A natural leader with strong problem-solving skills and sound judgement
• Able to communicate clearly and effectively across teams and stakeholders
• Comfortable working under pressure in a fast-moving environment and embracing change
• Highly organised with excellent time management and attention to detail
• Quality-driven, with a genuine commitment to delivering excellent customer outcomes
• Self-motivated, resourceful, and proactive in identifying improvement opportunities