Customer Service Agent

Culligan Consumer Products UK; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading water filtration company in Greater London is seeking a passionate Customer Service Agent to enhance customer experience and foster relationships. This role involves managing customer interactions across various platforms, reporting on key service metrics, and advocating for customers’ needs. The ideal candidate will have experience in customer service leadership, excellent communication skills, and a knack for remote work. Benefits include a pension scheme, remote working, and continuous professional development opportunities.

Benefits

Pension scheme

25 Days Annual leave

Life Assurance

Ongoing training and development opportunities

Culligan Product discounts

Remote working

Friendly team environment

Continuous professional development

24/7 Employee Assistance Programme

Qualifications

• At least a year of experience in a customer service leadership role.
• Excellent communication skills with a friendly and professional approach.
• A proactive individual comfortable working remotely.
• Experience with CRM platforms is a plus.
• Passion for sustainability and enhancing water quality.

Responsibilities

• Respond to all customer interactions ensuring excellent service.
• Monitor and report on key service metrics.
• Act as a customer advocate for unresolved issues.
• Help improve customer service policies and content.
• Build understanding of Culligan’s water products.

Skills

Excellent written and verbal communication

Organisational skills

Proactivity

Customer relationship management

Familiarity with CRM platforms

Tools

Gorgias

Zendesk

Job description

Overview

We are on the hunt for a passionate, personable, and customer-centric individual to become part of our expanding team as a Customer Service Agent. In this role, you will be the welcoming voice that greets customers, ensuring that each interaction is approached with care, professionalism, and sincere support. With a blend of patience and positivity, you’ll turn every engagement into an opportunity for customers to feel appreciated and understood.

Reporting directly to the Customer Service Team Leader, you will represent the customer’s voice within the business, actively contributing to ongoing improvements by translating customer feedback into actionable insights.

This is an incredible chance to influence our customer experience, nurture long-lasting relationships, and play a crucial part in a growing business dedicated to sustainability.

Responsibilities

Customer Relationship Management :

• Respond to all customer interactions across multiple platforms (email, live chat, Trustpilot, social, phone), ensuring consistently excellent service.
• Share customer insights and trends with the wider team to inform product development and marketing strategies.
• Foster strong, long-term customer relationships that drive loyalty and advocacy.

Operational Excellence :

• Monitor and report on key customer service metrics including ticket volumes, response / resolution times, and customer sentiment.
• Act as a customer advocate by escalating unresolved issues and ensuring timely follow-up and resolution.
• 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 product-related 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 customer-centric initiatives that contribute to business growth.

About You :

• At least a year of experience in a customer service leadership or supervisory position, preferably in fields like e-commerce, consumer goods, or water filtration.
• Excellent written and verbal communication abilities, delivered with a friendly and professional approach.
• A naturally proactive individual with strong organisational skills, comfortable working remotely and independently.
• Familiarity and hands-on experience with CRM platforms such as Gorgias or Zendesk.
• A genuine passion for sustainability and enhancing everyday wellness through improved water quality is definitely a plus!

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
• 24 / 7 Employee Assistance Programme