Customer Care Team Manager

Summary

From our Head Office to the shop floor and everywhere in between our primary goal is to create and deliver a fantastic customer journey for everyone who shops at Lidl. 

With over 7,000 colleagues across our stores, warehouses and offices in Ireland and Northern Ireland we are a big and ambitious team. We know our people are our greatest asset and our success is down to the commitment and dedication of our team.

What you'll do

Team Leadership & Development

• Lead, motivate, and support a team of Support Specialists, ensuring they feel empowered, informed, and equipped to deliver exceptional service.
• Conduct regular coaching sessions, performance reviews, and 1:1 development meetings to build confidence, capability, and ownership.
• Identify individual and team training needs, creating tailored development plans and delivering targeted upskilling sessions.
• Foster a positive, collaborative, and high‑performing team culture where colleagues feel valued, engaged, and supported.
• Champion accountability, professionalism, and continuous learning across the team.

Customer Operations Management

• Oversee the day‑to‑day running of all customer contact channels, including WhatsApp, phone, email, social media, and Live Chat.
• Manage real‑time queues, workloads, and staffing levels to ensure service levels are consistently achieved and wait times are minimised.
• Ensure all customer interactions are handled with empathy, accuracy, and in line with Lidl’s tone of voice, policies, and quality standards.
• Monitor customer sentiment and feedback across social platforms and review sites, ensuring timely responses and proactive reputation management.
• Work closely with cross‑functional teams to stay informed on product updates, campaigns, and operational changes that may impact customer queries.
• Support and deliver project rollouts, ensuring a smooth experience for both Support Specialists and customers.

Performance & KPI Delivery

• Track, analyse, and report on team performance across key KPIs, including quality, response times, productivity, and customer satisfaction.
• Identify performance gaps and implement structured action plans to drive improvement and consistency.
• Maintain high standards of accuracy, professionalism, and service excellence across every channel.
• Use data insights to forecast workload trends and support effective resource planning.

Issue Escalation & Resolution

• Act as the primary escalation point for complex, sensitive, or high‑impact customer issues, ensuring they are resolved promptly and with care.
• Collaborate with internal departments—including Operations, Lidl Plus, Legal & Compliance, IT, and Quality—to resolve issues efficiently and prevent recurrence.
• Provide clear, timely communication to customers and internal stakeholders throughout the resolution process.
• Document escalations and outcomes to support continuous improvement and knowledge sharing.

External Partner Management

• Build and maintain strong relationships with external partners to ensure alignment, performance, and effective collaboration.
• Develop and maintain a communication framework that supports seamless information flow between internal teams and external stakeholders.
• Track, review, and report on partner KPIs and quality metrics, ensuring service standards are consistently met.
• Analyse operational and customer data to identify trends, performance gaps, and emerging customer pain points.
• Provide regular updates to the Head of Customer Care, highlighting insights, risks, and opportunities for improvement.
• Work cross‑functionally to address issues, drive continuous improvement, and enhance the overall customer experience.

What you'll need

• A genuine passion for delivering exceptional customer care.
• Experience in a Contact Centre environment, including managing daily operations and supporting project rollouts.
• Proven ability to manage external partner relationships.
• Strong verbal and written communication skills, with a clear and professional style.
• A natural people‑person who builds rapport easily and communicates with confidence and positivity.
• Experience resolving customer complaints with empathy, sound judgement, and efficiency.
• Demonstrated ability to lead, coach, and develop a high‑performing team.
• A proactive, solutions‑focused mindset, with the ability to embrace change and lead by example.
• The ability to stay calm under pressure while working towards targets and deadlines.
• Excellent prioritisation and time‑management skills.
• Strong administrative skills and solid working knowledge of Google Workspace tools.

What you'll receive

We offer a competitive and transparent salary system, that ensures pay equality across all positions at Lidl 

• €52,500 rising to €67,000 after 3 years
• 20 days holidays per annum rising to 25 days after two years
• Private employee medical insurance
• Company pension
• Flexible start and finish times
• Initial training and on-going development from an experienced team member
• Excellent opportunities for career progression
• Individuals recognised as high performing will be invited to join our Leadership Academy as part of your on-going development
• Dynamic work environment
• Modern office facility with free parking
• On-site gym and canteen
• Hybrid working model - up to 2 days remote working per week
• Mobile and broadband discounts with Three network
• Maternity & Paternity Leave top up, Marriage Leave, Employee Assistance Programme

Lidl is an equal opportunities employer. If you have any particular requirements, we will ensure any reasonable accommodations are implemented as part of the recruitment and selection process. We value diversity and inclusion in our workplace and want to ensure that all applicants have the same opportunity regardless of gender, civil status, family status, sexual orientation, age, disability, race, religious belief, political opinion or membership of the traveller community.