Customer Success Team Leader

Sunbelt Rentals Careers; Warrington; Hybride; GBP 40 000 - 52 000; Plein temps

Avantages offerts par ce poste

Real Living Wage

Development opportunities

Incentive scheme

Life Assurance

Employee assistance programme

Holiday buy/sell

Résumé du poste

Sunbelt Rentals in Warrington is seeking a Customer Success Team Leader to guide a frontline team in delivering a consistent customer experience from enquiry through delivery. The role is office-based with no hybrid arrangement, requiring hands-on leadership and a focus on performance metrics.

You will mentor staff, manage escalations with depots and logistics, and drive improvements using data, dashboards, and CRM tools to ensure service excellence across all touchpoints.

Qualifications

• Proven experience leading a customer-facing team, ideally in a contact centre, hire, logistics, or service-led environment
• Strong understanding of what great customer service looks like — and how to coach others to deliver it
• Confidence in using performance data, dashboards, and call quality frameworks
• Ability to stay calm under pressure and make decisions quickly
• A hands-on, solution-focused mindset with high emotional intelligence
• Experience with CRM or telephony tools, for example Salesforce or Amazon connect (desirable)
• Exposure to process improvement, lean, or digital service tools (desirable)
• Understanding of operational fulfilment models, for example order-to-delivery cycles and depot coordination (desirable)

Responsabilités

• 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 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

Description du poste

About The Role

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

About You

To succeed in this role, you will bring the following skill set and behaviours:

• Proven experience leading a customer-facing team, ideally in a contact centre, hire, logistics, or service-led environment
• Strong understanding of what great customer service looks like — and how to coach others to deliver it
• Confidence in using performance data, dashboards, and call quality frameworks
• Ability to stay calm under pressure and make decisions quickly
• A hands-on, solution-focused mindset with high emotional intelligence
• Experience with CRM or telephony tools, for example Salesforce or Amazon connect (desirable)
• Exposure to process improvement, lean, or digital service tools (desirable)
• Understanding of operational fulfilment models, for example order-to-delivery cycles and depot coordination (desirable)

About Us

Why Sunbelt?

Whether it's construction sites, energy projects, government initiatives, or unforgettable events, Sunbelt Rentals deliver the equipment and expertise to move every industry forward. With our ambition to an employer of choice this makes Sunbelt Rentals an ideal destination for your next career move.

We are committed to the fair treatment of our staff, potential staff, and users of our services, regardless of race, gender, religion, sexual orientation, responsibilities for dependants, age, physical/mental disability, or offending background.

Having a criminal record will not automatically bar an individual from working with us. We judge each case on its own merits, taking into account the relevance of the conviction to the role, the circumstances, and the time passed since the offence.