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
