At a Glance
- Tasks: Lead and develop a team to deliver top-notch customer support and resolve complex queries.
- Company: Join a dynamic company focused on service excellence and team development.
- Benefits: Enjoy 23 days' holiday, pension scheme, employee discounts, and ongoing learning opportunities.
- Other info: Access to 24/7 support and a vibrant work culture.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Proven leadership skills and a passion for coaching others.
The predicted salary is between 35000 - 45000 € per year.
We're 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.
What this role involves:
- Lead, coach, and develop a team of Tier 2 specialists to deliver exceptional customer support.
- 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.
- Oversee the daily workflow of complex cases, ensuring efficient prioritisation and allocation.
- Act as the escalation point for high‑priority or sensitive customer issues.
- Ensure adherence to processes, compliance standards, and quality frameworks.
- Identify trends in case types, root causes, and operational bottlenecks, recommending improvements.
- Oversee day‑to‑day people matters including attendance, wellbeing, and team engagement.
- 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.
- Contribute to the creation and maintenance of knowledge base articles, troubleshooting guides, and training materials.
- 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.
Requirements:
- Proven leadership skills with the ability to inspire and develop a high‑performing team.
- A passion for coaching and motivating others to reach their full potential.
- A continuous improvement mindset, encouraging problem‑solving and sharing best practices.
- A customer‑focused mindset, ensuring the best outcomes for customers, shareholders, and the business.
- Strong knowledge and demonstrated skills in utilising a CRM effectively.
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 ongoing learning and development with our online learning platform.
- Free onsite parking.
- Life Assurance.
Customer Service Team Leader in Wolverhampton employer: Culligan UK
Join a dynamic and supportive work environment as a Customer Service Team Leader, where your leadership will inspire a high-performing team dedicated to delivering exceptional customer support. With a strong focus on employee growth, we offer ongoing learning opportunities, a comprehensive benefits package including a pension scheme and health care cash plan, and a culture that champions continuous improvement and operational excellence. Located in a vibrant area with free onsite parking, this role provides the perfect opportunity for those seeking meaningful and rewarding employment.
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 their values, mission, and recent projects. 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 problem-solving skills! Since this role involves handling complex customer queries, think of examples from your past experiences where you've successfully resolved tricky situations. Be ready to share these during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our awesome team!
We think you need these skills to ace Customer Service Team Leader in Wolverhampton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your leadership skills and experience in customer service. We want to see how you can inspire and develop a high-performing team, so don’t hold back on showcasing your achievements!
Showcase Problem-Solving Skills:In your application, give examples of how you've tackled complex customer queries or operational bottlenecks in the past. We love a good story about turning challenges into opportunities, so let us know how you’ve made a difference!
Highlight Continuous Improvement Mindset:We’re all about growth and development here at StudySmarter. Share any experiences where you’ve implemented changes or best practices that led to better outcomes for customers or your team. This will show us you’re a proactive thinker!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Culligan UK
✨Know Your Stuff
Make sure you’re well-versed in the company’s products, systems, and policies. Brush up on any recent changes or updates, as this will show your commitment and help you guide your team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you inspired others, resolved conflicts, or improved team performance. This will demonstrate your ability to manage and develop a high-performing team.
✨Be Data-Driven
Familiarise yourself with key performance indicators (KPIs) relevant to customer service. Be ready to discuss how you’ve used data to identify trends, improve processes, or enhance customer satisfaction in previous roles.
✨Emphasise Continuous Improvement
Highlight your mindset for continuous improvement. Share examples of how you’ve encouraged problem-solving and shared best practices within your team. This will resonate well with the company’s focus on driving service excellence.
