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