Customer Service Team Leader

About the role

Culligan is seeking an experienced Customer Service Team Leader to head its Tier 2 Specialist Support team in the UK. The role focuses on managing complex, escalated customer queries, driving service excellence, and developing specialist capabilities.

Key responsibilities

• Lead, coach and develop a team of Tier 2 specialists to meet high‑quality support standards.
• Monitor performance against KPIs such as resolution quality, turnaround time, customer satisfaction and case accuracy.
• Conduct regular 1:1s, performance reviews and create tailored development plans.
• Prioritise and allocate complex cases, acting as the escalation point for high‑priority issues.
• Ensure compliance with processes, quality frameworks and attendance/well‑being policies.
• Identify trends, root causes and operational bottlenecks, recommending improvements.
• Maintain up‑to‑date product, system and policy knowledge to guide the team.
• Contribute to knowledge‑base articles, troubleshooting guides and training materials.
• Lead or support projects aimed at enhancing processes, tools and the overall customer experience.

Required profile

• Proven leadership ability with a track record of building high‑performing teams.
• Passion for coaching, motivating and developing staff.
• Continuous‑improvement mindset and strong problem‑solving orientation.
• Customer‑focused attitude, balancing customer, shareholder and business outcomes.

Required skills

• CRM utilisation (experience with any CRM platform).

What we offer

• 23 days' holiday plus Bank Holidays.
• Company pension scheme.
• Company sick pay after qualifying period.
• Cycle‑to‑Work scheme.
• Employee rewards and discounts.
• Option to join a health‑care plan.