Group Customer Care Team Lead

Job Title: Group Customer Care Team Lead

Location: The Irish Times Building, Tara Street, Dublin (Hybrid Working)

Contract: 2 Year Fixed Term Contract

Reporting to: Group Customer Care Manager

The Irish Times Group is establishing a centralised Group Customer Care department to enhance and unify the support experience across all brands, including The Irish Times, Irish Examiner, The Echo, MyHome.ie, RIP.ie and more. As part of this transformation, we are recruiting a Group Customer Care Team Lead to support the delivery of an exceptional, consistent, and empathetic customer care service across all channels.

About the Role

The Group Customer Care Team Lead will be responsible for managing and developing a team of Customer Care Agents who support customers across multiple touchpoints—phone, email, and chat. This role plays a crucial part in driving service quality, motivating team performance, and ensuring a positive and consistent customer experience across all Group brands.

The successful candidate will bring strong people management skills, operational awareness, and a passion for customer advocacy. They will champion excellence in service standards while fostering a culture of collaboration, inclusivity, and continuous improvement.

Key Responsibilities

Team Leadership & Operations

• Lead, coach, and mentor a team of Customer Care Agents across multiple brands.
• Oversee daily operations to ensure SLAs, KPIs, and quality standards are consistently achieved.
• Conduct regular one-to-ones, team meetings, and performance reviews.
• Identify training needs and partner with Training & Quality to deliver targeted development.
• Foster a positive, inclusive, and high-performance team culture.
• Conduct regular quality assurance assessments and provide actionable feedback.
• Champion the voice of the customer by escalating insights and trends to cross-functional teams.
• Support the rollout of new tools, processes, and operational improvements.
• Manage team schedules, shift planning, and leave approval processes.
• Monitor real-time queues and adjust resource allocation as needed.

Cross-Brand Alignment

• Ensure consistent customer service standards across all Group brands.
• Collaborate with brand and management teams to understand tone, policies, and brand-specific expectations.

Escalation Management

• Act as the point of contact for complex, sensitive, or high-priority escalations.
• Work cross-functionally to resolve customer issues promptly and effectively.
• Document and analyse escalation trends to identify and prevent recurring issues.

Desired Skills & Experience

Experience

• 3+ years’ experience in a customer care, contact centre, or customer support environment.
• Previous team leadership or supervisory experience within a customer-facing function.
• Experience managing multi-channel (phone, email, chat) customer interactions.
• Strong understanding of customer care metrics, SLAs, and performance management.
• Experience supporting or working across multiple brands is an advantage.

Skills

• Excellent people leadership skills with the ability to motivate and develop individuals.
• Strong communication skills with the ability to adapt tone across different brands and situations.
• Organised, detail-oriented, and comfortable managing day-to-day operations.
• Skilled in conflict resolution, problem-solving, and handling escalations professionally.
• Ability to analyse data, identify trends, and translate insights into actions.
• Confident in using CRM systems, queue monitoring tools, and customer care platforms.
• Strong stakeholder engagement skills and the ability to influence across teams.

Personal Attributes

• Calm, composed, and customer-focused, especially under pressure.
• Collaborative and supportive with a natural ability to build rapport.
• Proactive and solution-oriented, with a continuous improvement mindset.
• Passionate about delivering excellent customer experiences and leading by example.

Benefits: Health Insurance, Pension Contribution, Sick Leave Cover, Laptop, Mobile Phone, Irish Times Premium Digital Subscription, Income Protection Policy, Corporate Gym Membership, Free Digital GP and Life Assurance Policy.

Closing date: 5.00pm - 27th November 2025

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