Customer Operations Lead

Here at Culligan UK Ltd we have developed a culture of putting our customers at the heart of everything we do and that has been vital in driving us to becoming the UK's leading specialists at providing drinking water solutions.

As the Customer Operations Team Leader, you will play a key role in supporting and enabling the daily performance of the Customer Operations department. This role spans multiple teams and ensures resource alignment, operational consistency, and smooth coordination across Onboarding/Offboarding, Planning, and Operational Support functions, acting as the central operational link between these functions, ensuring workload balance, aligned priorities, and responsive resourcing during high demand periods.

Reporting directly to the Head of Customer Operations, the Team Leader will contribute to both tactical daily management and longer term operational improvements. By providing an across‑departmental perspective on capacity, workflow bottlenecks, and opportunities for optimisation.

8:45am-17:00pm Monday‑Friday

• Reduce dependency on individual team members by maintaining cross‑department awareness. Ensuring continuity of service & minimising customer impact during disruptions.
• Develop a strong understanding of how each operational team connects and influences the others. Facilitate smoother handovers and ensure alignment of shared priorities.
• Apply and uphold consistent processes, behaviours, and expectations across all teams whilst sharing best practice.
• Organise and facilitate QA audits and updating of SOP documentation.
• Prevent recurring issues by driving continuous improvement interventions.
• Act as a bridge between teams, ensuring information is passed on clearly and promptly. As well as supporting the Head of Customer Operations by escalating matters early where required.
• Identify transferable skills across the Onboarding, Planning, and Operational Support teams whilst supporting career progression and development pathways for team members.
• Take a lead role in resource allocation across Onboarding, Planning, and Operational Support to reduce the need for emergency cover.
• Contribute to planning discussions, process reviews, and departmental improvement initiatives to support the development of KPIs and dashboard insights relevant to team capacity.

• Strong understanding of customer operations, service delivery, or similar environments.
• Ability to manage competing priorities with sound judgement.
• Excellent communication and interpersonal skills.
• A collaborative, solution‑focused approach to problem‑solving.
• Ability to coach, inspire, and develop colleagues.
• Comfortable working across multiple teams with varied workloads and responsibilities.
• Strong organisational awareness.
• Proactive and adaptable to conflicting priorities.

• 23 Days Holiday + Bank Holidays
• Company Pension Scheme
• Company Sick pay (after qualifying period)
• Cycle to Work Scheme Available
• Employee Reward & Discount Platform
• 24/7 access to Employee Assistance Programme through Health Assured
• Access to on‑going learning and development via our online learning platforms
• Onsite parking available
• Life Assurance Scheme