Customer Success Team Leader

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.

• 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

• Real Living Wage Payer
• Excellent development opportunities
• Exceptional benefits including:
• Incentive scheme
• Life Assurance
• Employee assistance programme
• Opportunity to buy and sell holidays