Customer Success Team Leader

Sunbelt Rentals Careers; Warrington; On-site; GBP 40,000 - 55,000; Full time

Job summary

A prominent equipment rental company is looking for a Customer Success Team Leader in Warrington to oversee a team dedicated to enhancing customer interactions. Key responsibilities include leading the team, ensuring performance metrics are met, and acting as the escalation point for service issues. Ideal candidates will have experience in customer service leadership and strong analytical skills. This role offers competitive benefits and a supportive work environment.

Benefits

Real Living Wage

Excellent development opportunities

Incentive scheme

Life Assurance

Employee assistance programme

Opportunity to buy and sell holidays

Qualifications

• Proven experience in leading a customer-facing team.
• Strong understanding of excellent customer service standards.
• Ability to interpret performance data effectively.

Responsibilities

• Lead and develop a high-performing customer success team.
• Monitor team performance against key metrics.
• Act as the point of escalation for service issues.

Skills

Leadership skills

Customer service expertise

Data analysis

Emotional intelligence

Tools

Salesforce

CRM tools

Telephony tools

Job description

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 enquiries, 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

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.