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