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.
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 employer: Kingspan Water & Energy Ltd
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.
Contact Detail:
Kingspan Water & Energy Ltd Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Customer Support Team Leader role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer support management. Think about how you’d handle escalations or improve service delivery. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you’ve coached teams or driven performance against KPIs. This is your chance to demonstrate that you’re not just a manager, but a true leader.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. Let’s get you on board with Kingspan!
We think you need these skills to ace Customer Support Team Leader
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 this will show us you’re the right fit for our high-performing team.
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Whether it’s improving customer satisfaction scores or driving performance against KPIs, we want to see how you’ve made a difference!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read through your experience and skills. We appreciate straightforward communication!
Apply Through Our Website:We encourage you to apply directly through our website. This way, you’ll ensure your application gets to the right people quickly. Plus, it’s super easy to do – just follow the prompts and submit your details!
How to prepare for a job interview at Kingspan Water & Energy Ltd
✨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 Style
Prepare examples that highlight your management and coaching abilities. Think about specific situations where you’ve successfully led a team through challenges or improved customer satisfaction. This will demonstrate your capability to inspire and develop others.
✨Be Ready for Technical Questions
Since the role involves overseeing technical support queries, brush up on any relevant technical knowledge related to sensors or connected devices. Being able to confidently address technical issues will set you apart from other candidates.
✨Emphasise Your Customer-First Mindset
Prepare to discuss how you prioritise customer experience in your decision-making. Share stories that illustrate your proactive, solutions-focused approach to resolving customer complaints and driving continuous improvement.
