Customer Service Team Leader

Who are we?

Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we’re committed to delivering state-of-the-art products and water solutions that benefit our customers, while minimizing the impact on the environment.

The Role:

We’re looking for an experienced and proactive Customer Service Team Leader to manage our Tier 2 Specialist Support team. This team handles complex, escalated, and technical customer queries that require deeper investigation, cross‑functional collaboration, and expert-level problem solving. You’ll play a key role in driving service excellence, developing specialist capability, and ensuring our customers receive timely, accurate, and high‑quality resolutions.

What this role involves:

• Lead, coach, and develop a team of Tier 2 specialists to deliver exceptional customer support.
• Monitor team performance against KPIs such as resolution quality, turnaround time, customer satisfaction, and case accuracy.
• Provide regular feedback, 1:1s, performance reviews, and tailored development plans.
• Oversee the daily workflow of complex cases, ensuring efficient prioritisation and allocation.
• Act as the escalation point for high‑priority or sensitive customer issues.
• Ensure adherence to processes, compliance standards, and quality frameworks.
• Identify trends in case types, root causes, and operational bottlenecks, recommending improvements.
• Oversee day‑to‑day people matters including attendance, wellbeing, and team engagement.
• Support the team in resolving advanced or multi‑layered customer queries requiring specialist knowledge.
• Maintain up‑to‑date knowledge of products, systems, and policies to guide the team effectively.
• Contribute to the creation and maintenance of knowledge base articles, troubleshooting guides, and training materials.
• Analyse data and customer feedback to identify opportunities for service enhancement.
• Lead or contribute to projects aimed at improving processes, tools, and customer experience.
• Champion best practices and drive operational excellence across the support function.

Requirements

• Proven leadership skills with the ability to inspire and develop a high-performing team
• A passion for coaching and motivating others to reach their full potential
• A continuous improvement mindset, encouraging problem-solving and sharing best practices
• A customer-focused mindset, ensuring the best outcomes for customers, shareholders, and the business
• Strong knowledge and demonstrated skills in utilising a CRM effectively

Benefits

• 23 days' holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance