About the job
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).
Skills: Customer Service Team Lead, Dublin West, Permanent, €45,000
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