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- Tasks: Lead and inspire a team to deliver exceptional customer service and resolve complex queries.
- Company: Join Culligan UK Limited, a leader in customer service excellence.
- Benefits: Enjoy 23 days holiday, pension scheme, and ongoing learning opportunities.
- Why this job: Make a real impact by driving service excellence and developing your team's skills.
- Qualifications: Experience in customer service leadership and strong communication skills required.
- Other info: Dynamic role with opportunities for personal and professional growth.
The predicted salary is between 30000 - 42000 £ per year.
Culligan UK Limited is 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. Your leadership will be crucial in guiding team members through daily operations and motivating them to provide top‑notch customer support.
Key Responsibilities
- Lead, coach, and develop a team of customer service representatives to achieve performance targets and deliver outstanding service.
- 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.
- Drive a culture of excellence and accountability, promoting best practices and a customer‑first mindset.
- Oversee the daily workflow of complex cases, ensuring efficient prioritisation and allocation.
- Act as the escalation point for high‑priority or sensitive customer issues.
- 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.
- 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.
Qualifications
- Proven experience as a Team Leader or Supervisor in a customer service environment.
- Strong leadership skills with the ability to inspire and motivate a team.
- Exceptional communication and interpersonal skills.
- Ability to handle customer escalations and resolve conflicts effectively.
- Proficiency in customer service software and CRM tools.
- Strong analytical mindset to assess performance data and implement improvements.
Employee 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
Customer Service Team Leader in Wolverhampton employer: Culligan International
Contact Detail:
Culligan International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in Wolverhampton
✨Tip Number 1
Get to know the company inside out! Research Culligan UK Limited, their values, and their customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or resolved complex issues. Be ready to share these during interviews to demonstrate your experience and problem-solving skills.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights about the company culture and might even give you a heads-up on the interview process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Culligan team!
We think you need these skills to ace Customer Service Team Leader in Wolverhampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Customer Service Team Leader role. Highlight your leadership experience and any specific achievements in customer service that demonstrate your ability to drive excellence.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re the perfect fit for this role. Share specific examples of how you've led teams, resolved complex issues, and improved customer satisfaction. Make it personal and engaging!
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention your analytical mindset and how you've used data to enhance service delivery. We love candidates who can think critically and implement effective solutions.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at Culligan International
✨Know Your Stuff
Make sure you’re well-versed in Culligan UK Limited's products, systems, and policies. Brush up on common customer queries and the technical aspects of the role. This will not only show your expertise but also help you answer questions confidently.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience. Think about times when you’ve motivated a team or resolved conflicts effectively. Be ready to discuss how you can inspire others to achieve performance targets and deliver outstanding service.
✨Data-Driven Mindset
Familiarise yourself with key performance indicators (KPIs) relevant to customer service. Be prepared to discuss how you’ve used data to improve team performance or customer satisfaction in the past. This shows you understand the importance of analytics in driving service excellence.
✨Emphasise Customer-Centricity
Demonstrate your commitment to a customer-first mindset. Share examples of how you’ve handled escalated issues or complex queries. Highlight your ability to analyse customer feedback and implement improvements, showcasing your dedication to enhancing the customer experience.