At a Glance
- Tasks: Lead and develop a high-performing customer support team to deliver exceptional service.
- Company: Join Kingspan, a global leader in sustainable building solutions.
- Benefits: Career development opportunities, hybrid working, and a supportive environment.
- Other info: Dynamic role with opportunities for growth across 80+ countries.
- Why this job: Make a real impact by driving service excellence and customer satisfaction.
- Qualifications: 4+ years in customer service and experience leading a support team.
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
Customer Support Team Leader TLNT1_NI employer: Kingspan Water & Energy Ltd
Kingspan Light, Air + Water is an exceptional employer that prioritises employee growth and development, offering access to learning opportunities across 80+ countries. With a strong focus on sustainability and innovation, the company fosters a collaborative work culture where team leaders can thrive in a hybrid working environment, balancing on-site and remote work. Join us to lead a high-performing team dedicated to delivering outstanding customer experiences while enjoying a supportive atmosphere that values your contributions.
Contact Detail:
Kingspan Water & Energy Ltd Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Leader TLNT1_NI
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching Kingspan and understanding their mission. We want to see that you’re genuinely interested in the company and its values. Tailor your answers to show how your experience aligns with their goals, especially in customer support and team leadership.
✨Tip Number 3
Practice your communication skills! As a Customer Support Team Leader, you’ll need to convey information clearly and effectively. We suggest doing mock interviews with friends or using online platforms to refine your pitch and responses.
✨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 take the initiative to engage directly with us. So go ahead, hit that apply button!
We think you need these skills to ace Customer Support Team Leader TLNT1_NI
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and customer service achievements to show us you're the right fit for the Customer Support Team Leader role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about customer support and how your background aligns with our mission at Kingspan. Share specific examples of how you've driven performance and improved customer satisfaction in previous roles.
Showcase Your Communication Skills:Since excellent communication is key for this role, make sure your application is clear and concise. Use professional language but let your personality shine through – we want to see the real you!
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 don’t miss out on any important updates during the process.
How to prepare for a job interview at Kingspan Water & Energy Ltd
✨Know Your Stuff
Make sure you understand the ins and outs of customer support, especially in a B2B context. Brush up on your knowledge about KPIs, SLAs, and how to handle escalations. This will show that you're not just familiar with the role but also passionate about delivering excellent service.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you coached someone to success or improved team performance. This will demonstrate your ability to lead and develop a high-performing support team.
✨Communicate Clearly
Since this role involves a lot of communication, practice articulating your thoughts clearly and concisely. Be ready to discuss how you manage stakeholder relationships and resolve complex customer issues. Good communication can set you apart from other candidates.
✨Be Solutions-Focused
During the interview, highlight your proactive approach to problem-solving. Share examples of how you've used customer insights to drive improvements in service delivery. This will show that you have a customer-first mindset and are committed to continuous improvement.
