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 daily Customer Experience performance—providing leadership, coordination, and oversight so workflows run smoothly, service is consistent, and team collaboration is effective.

Acting as a key point of the Customer Experience leadership team, this role clarifies priorities, balances workloads, and keeps people aligned to shared objectives, while driving tactical management and longer-term improvements to processes, capability, and service standards.

What this role involves:

• Provide hands-on support during absence, spikes, or operational pressure; maintain continuity of service; hold broad awareness of team workflows to reassign tasks and step in to protect service standards.
• Hold broad awareness of team workflows to enable flexible redistribution of tasks.
• Build strong working relationships across the team to support collaborative problem-solving.
• Encourage a “one team” mindset that strengthens shared ownership of outcomes.
• Lead daily team huddles or short stand‑ups to review current workload, challenges, and celebrate successes.
• Identify operational variances or process gaps early and address them proactively.
• Organise or support QA activity and ensure operational documentation is kept up to date.
• Use end-to-end knowledge of operations to identify root causes of issues, to allow for proactive ‘feedback loops'
• Drive continuous improvement by identifying inefficiencies and suggesting solutions.
• Contribute to early risk identification and propose practical mitigations.
• Reduce miscommunication by maintaining structured communication rhythms (daily/weekly).
• Identify skills, strengths, and development opportunities within the team.
• Provide day-to-day coaching, feedback, and mentoring to build capability.
• Support progression pathways and encourage continuous learning.
• Allocate resources smartly based on changing priorities and demand levels.
• Use data (e.g., workload volumes, queues, SLAs, ageing) to guide decision-making.
• Contribute to planning sessions, process reviews, and improvement initiatives.