Customer Service Team Leader

We’re on the hunt for an enthusiastic, customercentric Team Leader to spearhead our customer service initiatives. As the leader of an exciting new small team (with 1 direct report), you’ll take charge of every customer interaction across email, live chat, social media, and phone. Your mission will be to ensure that all communications are handled with utmost efficiency, professionalism, and a touch of empathy.

Reporting directly to the Sales Controller, you will serve as the voice of the customer within our organisation, driving ongoing enhancements by transforming customer feedback into actionable insights.

This is an incredible opportunity to influence our customer experience, foster lasting relationships with our clients, and play an essential role in a thriving, sustainabilityfocused business.

Requirements

Customer Relationship Management:

• Oversee all customer interactions across multiple platforms (email, live chat, Trustpilot, social, phone), ensuring consistently excellent service.
• Act as the point of escalation for complex or sensitive queries, providing effective, empathetic resolution.
• Gather and analyse customer feedback, providing actionable insights to teams such as Sales, Marketing, and Product in a weekly presentation.
• Foster strong, longterm customer relationships that drive loyalty and advocacy.

• Team Leadership & Development:

  • Directly manage and develop 1 Customer Service Advisor, providing regular feedback, coaching, and support.
  • Conduct onetoone sessions, performance reviews, and identify development opportunities to build capability.
  • Collaborate with leadership to forecast workload and resource requirements.

  • Operational Excellence:

    • Monitor and report on key customer service metrics including ticket volumes, responseresolution times, and customer sentiment.
    • Help shape and improve customer service policies, FAQs, templates, and knowledge base content, AI interaction and deployment.
    • Manage order queries, refunds, and warranty claims in line with company policies.
    • Work with technical teams to ensure smooth handling of productrelated issues.

    • Product Knowledge:

      • Build and maintain a strong understanding of Culligan’s water filtration products and industry trends.
      • Communicate technical concepts clearly to customers, ensuring they feel informed and supported.

      • Continuous Improvement:

        • Identify opportunities to improve processes, tools, and overall customer experience.
        • Support the development of customercentric initiatives that contribute to business growth.

        • About you:

          • Experience in a customer service leadership or supervisory role (35 years minimum), ideally within ecommerce, consumer goods, or water filtration.
          • Strong written and verbal communication skills with a warm, professional style
          • Confidence in analysing data, reporting key insights, and influencing improvements (ExcelPowerPoint proficient).
          • Naturally proactive, with strong organisational skills and the ability to thrive in a remoteworking setup.
          • A supportive leader who enjoys coaching and developing others.
          • Has good knowledge and experience of CRM platforms e.g Gorgias, Zendesk.
          • A passion for sustainability and improving everyday wellbeing through better water is a definite advantage.

          • Benefits

            • Pension scheme
            • 25 Days Annual leave
            • Life Assurance
            • Ongoing training and development opportunities
            • Culligan Product discounts
            • Remote working, with monthly visits to our London office
            • The opportunity to shape the future of our customer experience in a growing business
            • A friendly, motivated, and supportive team environment
            • Continuous professional development
            • 247 Employee Assistance Programme