At a Glance
- Tasks: Lead and develop a high-performing customer support team to deliver exceptional service.
- Company: Join Kingspan, a global leader in innovative building solutions.
- Benefits: Enjoy hybrid working, career development, and health perks like gym discounts.
- Other info: Be part of an inclusive culture that values diversity and collaboration.
- Why this job: Make a real impact in a fast-paced environment while growing your management skills.
- Qualifications: 4+ years in customer service with proven leadership experience.
The predicted salary is between 35000 - 45000 € per year.
We have an exciting opportunity for an experienced and motivated Customer Support Team Leader to join our growing Kingspan Sensor team. In this key management role, you will lead a high-performing support team, delivering an outstanding customer experience across both B2B and retail channels. You will play a vital role in driving service excellence, technical support, and commercial performance.
About Kingspan Light, Air + Water: Kingspan Light, Air + Water is a global division of the Kingspan Group, operating in 20 countries worldwide. We design, manufacture, and service innovative solutions in daylighting, smoke ventilation, and water management. Our mission is simple: to create sustainable, high-performing buildings that prioritise safety, comfort, and environmental responsibility.
What You’ll Be Doing:
- Lead, coach, and develop a high-performing support team
- Drive performance against KPIs, SLAs, and customer satisfaction targets
- Act as the escalation point for complex customer issues and complaints
- Ensure excellent service across phone, email, and digital channels
- Oversee technical support queries and coordinate with engineers and service partners
- Monitor and improve service delivery, including NPS and retention rates
- Produce regular performance reports and insights
- Support sales activity including order processing and lead development
- Build strong relationships with internal teams (Sales, Ops, Credit Control, Product)
- Use customer insights to drive continuous improvement
What We’re Looking For:
Essential:
- 4+ years experience in a customer service environment
- Proven experience leading or supervising a support team (B2B preferred)
- Strong experience managing escalations and service performance
- Excellent communication and stakeholder management skills
- Highly organised with the ability to manage competing priorities
- Strong IT skills (Microsoft Office)
Desirable:
- Experience in sensors, connected devices, or technical products
- CRM or service management system experience
- Experience in a technical support or hybrid support role
- Sales or commercial experience
- Relevant third-level qualification
What You’ll Bring:
- A strong customer-first mindset
- Proven management and coaching ability
- Commercial awareness and problem-solving skills
- Ability to thrive in a fast-paced, evolving environment
- Proactive, solutions-focused approach
Why Join Kingspan?
- Opportunity to step into a visible management role
- Career Development: Access learning, development, and internal opportunities across 80+ countries
- Hybrid Working: 3 days on-site, 2 days remote (after training period)
- Working Hours: Mon-Thu: 8:15am-5:00pm, Fri: 8:30am-4:00pm
- Support & Mentorship: Grow your career with guidance from experienced teams
- Inclusive Culture: A collaborative, respectful, and values-driven environment
- Health & Wellbeing: Discounted gym membership, eye care, and virtual health services
- Financial Benefits: Competitive pension and life assurance up to four times salary
- Employee Benefits: Cycle to Work scheme, employee discounts, referral bonuses, and more
Equality, Diversity & Inclusion: Kingspan is an equal opportunities employer. We are committed to building a diverse and inclusive workplace and welcome applications from all qualified individuals, regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.
Customer Support Team Leader TLNT1_NI in Craigavon employer: IrishJobs
Kingspan Light, Air + Water is an exceptional employer that prioritises employee growth and development within a collaborative and inclusive culture. With opportunities for career advancement across 80+ countries, a hybrid working model, and a strong focus on health and wellbeing, employees are supported in achieving both personal and professional success while contributing to sustainable building solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Leader TLNT1_NI in Craigavon
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Kingspan or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by researching Kingspan's values and recent projects. Show us that you’re not just another candidate but someone who genuinely cares about their mission of creating sustainable buildings.
✨Tip Number 3
Practice your answers to common interview questions, especially around leadership and customer service scenarios. We want to see how you handle challenges and drive performance in a team setting.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining the Kingspan family.
We think you need these skills to ace Customer Support Team Leader TLNT1_NI in Craigavon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Support Team Leader role. Highlight your experience in leading support teams and managing escalations, as these are key aspects of the job.
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your ability to drive performance against KPIs and improve customer satisfaction. Numbers and examples speak volumes!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon unless it’s relevant to the role. We want to see your personality shine through, so let your passion for customer service come across!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Kingspan!
How to prepare for a job interview at IrishJobs
✨Know Your Customer Support Metrics
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to customer support. Be ready to discuss how you've driven performance in previous roles, as this will show your understanding of what it takes to lead a high-performing team.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and developed a support team. Highlight specific instances where you coached team members to improve their performance or resolved complex customer issues, demonstrating your management style and effectiveness.
✨Communicate Clearly and Confidently
Since excellent communication is crucial for this role, practice articulating your thoughts clearly. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing past experiences related to stakeholder management and conflict resolution.
✨Research Kingspan and Its Values
Understand Kingspan's mission and values, particularly their focus on sustainability and innovation. Be prepared to discuss how your personal values align with theirs and how you can contribute to creating high-performing buildings that prioritise safety and environmental responsibility.
