Job Description

Who are we?

Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we’re committed to delivering state-of-the-art products and water solutions that benefit our customers, while minimizing the impact on the environment.

The Team Leader supports and enables day today CX performance—providing leadership, coordination, and oversight so workflows run smoothly, service is consistent, and team collaboration is effective.

Acting as a key point of CX leadership, the role clarifies priorities, balances workloads, and keeps people aligned to shared objectives, while driving tactical management and longer-term improvements to processes, capability, and service standards.

What this role involves:

• Provide hands-on support during absence, spikes, or operational pressure; maintain continuity of service; hold broad awareness of team workflows to reassign tasks and step in to protect service standards.
• Hold broad awareness of team workflows to enable flexible redistribution of tasks.

• Build strong working relationships across the team to support collaborative problem-solving.
• Encourage a “one team” mindset that strengthens shared ownership of outcomes.
• Facilitate effective handovers and ensure priorities are clearly understood.
• Lead daily team huddles or short stand‑ups to review current workload, challenges, and celebrate successes.

• Apply and uphold clear processes, behaviours, and expectations across the team.
• Identify operational variances or process gaps early and address them proactively.
• Organise or support QA activity and ensure operational documentation is kept up to date.

• Use end-to-end knowledge of operations to identify root causes of issues, to allow for proactive ‘feedback loop.’
• Drive continuous improvement by identifying inefficiencies and suggesting solutions.

• Ensure important information is shared clearly and promptly across the team.
• Translate operational priorities into clear, actionable instructions.
• Escalate issues to the CX Manager early where necessary.

• Identify skills, strengths, and development opportunities within the team.
• Provide day-to-day coaching, feedback, and mentoring to build capability.
• Allocate resources smartly based on changing priorities and demand levels.
• Balance workloads across the team to maintain fairness and efficiency.
• Reduce the need for emergency cover by forecasting needs early.
• Use data (e.g., workload volumes, queues, SLAs, ageing) to guide decision-making.
• Provide the CX Manager with visibility of pressure points and emerging issues.
• Offer practical recommendations based on daily operational experience.
• Contribute to planning sessions, process reviews, and improvement initiatives.
• Support development of KPIs, dashboards, and performance insights.

Requirements

• Strong understanding of operational/customer service environments
• Ability to manage competing priorities with sound judgement
• Excellent communication and interpersonal skills
• Collaborative, solutions focused‑ approach
• Able to coach, motivate, and develop others
• Comfortable with varied workloads and shifting priorities

Key Attributes

• Proactive and adaptable
• Calm under pressure
• Strong organisational awareness
• Team first mindset
• Positive, supportive leadership style
• Attention to detail
• Continuous improvement mindset

Benefits

• Monday - Friday working pattern
• 23 days' holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Enhanced Paternity & Maternity benefits
• Shopping discounts + 24 hours access to Employee Assistance Programme + Volunteering Day
• Employee support network and mental health assistance
• Opportunity for career progression