Customer Success Team Leader

2 weeks ago


Warrington, United Kingdom Sunbelt Rentals UK & Ireland Full time

We have an exciting new role for a Customer Success Team Leader to join our new team in Warrington This role is office based, hybrid working is not available. The Customer Success Team Leader will lead a team of frontline Customer Success Executives who act as a central point of contact for customers, ensuring ease of doing business and promoting internal collaboration to deliver consistent, reliable service. Key Responsibilities Lead, support, and develop a high-performing team responsible for handling inbound enquires, quote conversion, and fulfilment coordination Conduct regular 1:1s, team huddles, and coaching sessions focused on performance, behaviours, and development Support your team in delivering a consistent and deliberate experience across all touchpoints — from enquiry to delivery resolution Act as the first point of escalation for service issues, working with depots, logistics, and operations to resolve them swiftly Monitor and drive team performance against the key metrics: quote-to-order conversation, first-contact resolution, SLA adherence and fulfilment turnaround, customer satisfaction, and compliance and quality assurance scores Use dashboards and reports to spot trends, take action, and celebrate success Identify improvement opportunities across processes, and champion new systems that enhance team productivity and the customer experience What we offer? Real Living Wage Payer Excellent development opportunities Exceptional benefits including: Incentive scheme Life Assurance Employee assistance programme Opportunity to buy and sell holidays #J-18808-Ljbffr



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