Customer Service Team Leader

Culligan Consumer Products UK; City Of London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading water filtration company is seeking a Team Leader in customer service to oversee customer interactions across various platforms. The role involves driving improvements based on customer feedback, managing a small team, and ensuring operational excellence. A minimum of 3-5 years of leadership experience in customer service is required, preferably in e-commerce or consumer goods. A passion for sustainability is a plus. This position offers the flexibility of remote working alongside opportunities for professional growth.

Benefits

Pension scheme

25 Days Annual leave

Life Assurance

Ongoing training and development opportunities

Culligan Product discounts

Remote working with monthly visits to London office

Continuous professional development

24/7 Employee Assistance Programme

Qualifications

• Minimum 3-5 years in customer service leadership.
• Proficiency in data analysis and reporting.
• Experience in e-commerce or consumer goods preferred.

Responsibilities

• Oversee all customer interactions across multiple platforms.
• Act as the escalation point for complex queries.
• Gather customer feedback for actionable insights.
• Manage and develop customer service team members.

Skills

Customer service leadership

Strong communication skills

Data analysis

Organizational skills

Proactive approach

Tools

CRM platforms (Gorgias, Zendesk)

Excel

PowerPoint

Job description

We’re on the hunt for an enthusiastic, customer-centric 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, sustainability-focused business.

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, long-term 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 one-to-one 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, response/resolution 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 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:

• Experience in a customer service leadership or supervisory role (3-5 years minimum), ideally within e-commerce, 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 (Excel/PowerPoint proficient).
• Naturally proactive, with strong organisational skills and the ability to thrive in a remote-working 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.

• 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