Customer Success Team Leader | Drive Service Excellence

Sunbelt Rentals Careers; Warrington; Hybrid; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Real Living Wage Payer

Excellent development opportunities

Incentive scheme

Life Assurance

Employee assistance programme

Holiday buy/sell

Job summary

Sunbelt Rentals is seeking a Customer Success Team Leader to head a frontline team in Warrington. This office-based role focuses on coaching, performance management, and delivering a consistent, high-quality customer experience from enquiry to delivery completion.

You will use data and dashboards to drive improvement, acting as escalation point for service issues and collaborating with depots, logistics and operations to resolve problems quickly.

Qualifications

• Proven experience leading a customer-facing team in service-led environments.
• Strong understanding of excellent customer service and coaching others to deliver it.
• Comfort with performance data, dashboards, and call quality frameworks.
• Ability to stay calm under pressure and make swift decisions.
• Hands-on, solution-focused mindset with high emotional intelligence.

Responsibilities

• Lead and develop a high-performing team handling inbound enquiries and fulfilment coordination.
• Conduct regular 1:1s, team huddles, and coaching sessions focused on performance and development.
• Ensure a consistent and deliberate customer experience across touchpoints from enquiry to delivery.
• Act as first point of escalation for service issues, coordinating with depots and logistics.
• Monitor performance against metrics: quote-to-order, first contact resolution, SLA adherence.
• Utilise dashboards to spot trends, take action, and celebrate success.
• Identify improvements across processes and champion new systems to boost productivity and customer experience.

Skills

Team leadership

Customer service

Coaching

CRM tools

Data analytics

Tools

Salesforce

Amazon Connect

Job description

Sunbelt Rentals is seeking a Customer Success Team Leader to head a frontline team in Warrington. This office-based role focuses on coaching, performance management, and delivering a consistent, high-quality customer experience from enquiry to delivery completion.

You will use data and dashboards to drive improvement, acting as escalation point for service issues and collaborating with depots, logistics and operations to resolve problems quickly.