As the Head of Customer Success in our contact centre, you will lead the strategic direction, operational execution, and cultural development of our Customer Success function. Your mission is to deliver exceptional, technology-enabled customer journeys, ensuring that every enquiry, order, and service interaction is handled with ownership, empathy, and efficiency.
This role is pivotal in blending human-centric service with AI and digital tools, ensuring that automation complements – not replaces – human value, and that the function consistently drives performance across experience, fulfilment, compliance, and commercial KPIs.
Key Responsibilities
Leadership & Strategy
- Define and execute the Customer Success vision, aligning with business goals and customer needs.
- Build and inspire a high-performing team culture focused on ownership, excellence, and customer obsession.
- Act as the strategic voice of the customer within the business, influencing decisions across operations, technology, product, and commercial teams.
Technology & AI Enablement
- Lead the adoption of AI, automation, and contact centre technology to enhance enquiry handling, fulfilment tracking, and customer communication.
- Collaborate with digital, IT, and transformation teams to deploy:
- AI-powered chat, call routing, or response tools
- Self-service platforms and knowledge bases
- Predictive analytics for proactive customer support
- Create a culture of "human + digital" enablement, ensuring the team sees technology as a tool for empowerment, not replacement.
Customer Experience & Journey Management
- Own and optimise the end-to-end customer journey from quote to fulfilment, ensuring clarity, consistency, and confidence at every touchpoint.
- Work cross-functionally with depots, operations, logistics, and sales to improve handoffs, remove friction, and improve delivery performance.
- Translate insights from VoC programmes, complaints, and analytics into targeted service improvements.
Performance & KPI Ownership
- Drive metrics such as:
- Quote-to-order conversion
- Fulfilment SLAs and service accuracy
- Customer satisfaction (CSAT, NPS)
- AI/self-service deflection rates
- First-contact resolution
- Revenue retention and upsell
- Establish and evolve scorecards that reflect both human and tech-driven success metrics.
People Leadership
- Lead, coach, and develop Team Leaders and Customer Success Executives to deliver against service and growth goals.
- Foster a high-engagement culture, where people are motivated by purpose, supported by great tools, and empowered to take accountability.
- Champion inclusion, feedback, and personal development at every level.
Compliance & Quality
- Ensure quality assurance, data integrity, and regulatory compliance across all interactions.
- Embed quality frameworks into AI outputs and automated interactions, ensuring governance over digital tools.
What can we offer you in return?
You’ll be joining a highly successful FTSE100 company, the UK’s largest equipment rental provider. We provide an industry-leading flexible rewards package including generous holiday allowance (with the opportunity to buy and sell annual leave), life assurance, retail discount scheme, employee recognition awards, and a great company pension scheme.
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