Customer Service Team Leader

Culligan UK Limited is 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.

Your leadership will be crucial in guiding team members through daily operations and motivating them to provide top notch customer support.

Key Responsibilities

• Lead, coach, and develop a team of customer service representatives to achieve performance targets and deliver outstanding service.
• 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.
• Drive a culture of excellence and accountability, promoting best practices and a customer first mindset.
• Oversee the daily workflow of complex cases, ensuring efficient prioritisation and allocation.
• Act as the escalation point for high priority or sensitive customer issues.
• 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.
• 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.

Qualifications

• Proven experience as a Team Leader or Supervisor in a customer service environment.
• Strong leadership skills with the ability to inspire and motivate a team.
• Exceptional communication and interpersonal skills.
• Ability to handle customer escalations and resolve conflicts effectively.
• Proficiency in customer service software and CRM tools.
• Strong analytical mindset to assess performance data and implement improvements.

Employee 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