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. 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 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