Customer Service Team Lead

📋 Description

• Lead and support Customer Service Agents, providing day-to-day guidance and coaching
• Deliver regular, direct feedback and close out issues raised by the team
• Run one-to-ones and people processes, supporting the team's development and representing their
• Hold team members accountable for performance, behaviour and adherence to operational standards
• Analyse team performance data and provide regular reporting on KPIs, SLAs, productivity and quality
• Identify underperformance early, creating action plans and following through

🎯 Requirements

• Previous experience as a Team Leader, or in an equivalent formal people-management role, ideally
• Experience running ones-to-ones, delivering structured feedback and managing day-to-day people
• Ability to step into an agent's day-to-day work and understand what they're dealing with, not
• Experience of working in a contact centre environment, dealing with a high volume of inbound calls
• Excellent spoken and written English communications capabilities
• Ability to adapt to a fast-paced environment and support change management

🎁 Benefits

• Hybrid working
• Competitive salary
• Share options
• Private Healthcare
• Meal allowance card (€8.32 per working day)
• Monthly coaching sessions with Spill - our mental wellbeing partner