# Customer Service Team Leader

> Culligan UK limited · Wolverhampton, United Kingdom · Full-time · Posted 2026-05-12

**Salary:** GBP 32,500–32,500

**Workplace:** on_site

**Department:** Customer Service

## Description

**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

## Apply

[Apply at Culligan UK limited](https://apply.workable.com/culligan-uk-limited/j/77F6D0A3E6/apply)

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