Head of Customer Success – Contact Centre NEW

Sunbelt Rentals Careers
About The Role

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.

About You

To succeed in the role you will bring the following skill-set and behaviours:

• Proven experience in Customer Success or Contact Centre leadership roles.
• Strong understanding of contact centre platforms, CRM tools, and AI-driven technologies.
• Strong leadership and coaching skills across distributed and diverse teams.
• Experience in cross-functional working with operations, logistics, and commercial functions.
• Track record of driving performance and delivering against ambitious KPIs.
• Analytical mindset, comfortable working with data and technology platforms (CRM, telephony, workflow tools).
• Excellent communication, stakeholder management, and customer advocacy skills.
• Experience deploying or working alongside digital solutions (e.g. chatbots, predictive routing, automation).
• Commercially astute and confident in managing P&L-impacting metrics.
• Excellent stakeholder engagement skills and a track record of cross-functional collaboration.

Desirable

• Background in B2B service-led organisations or logistics/fulfilment environments.
• Experience leading technology adoption or digital transformation projects.
• Familiarity with customer experience frameworks (e.g. Six Sigma, Lean, CX design).

About Us

Sunbelt Rentals is the leader in equipment rentals in the UK, Ireland, US and Canada – as well as specialist operations in Europe. We provide a range of solutions to every market and sector, including construction, industrial, energy, infrastructure, government and events. Our teams make the impossible possible and the unthinkable doable. Turning what if into what is.

Our people are at the heart of our values and they’re our greatest asset. We rely on you to look after our customers so in return, we take good care of you. We recognise the value and uniqueness of our team-mates and are committed to creating a diverse and inclusive Sunbelt Rentals, providing equality of opportunity and a culture of fairness and respect.

Your health, safety and wellbeing is really important to us. We’re raising awareness and providing support through initiatives such as our mental health awareness campaign and first-aider programme. You’ll also be able to access a 24-7 employee assistance helpline, counselling services and financial wellbeing support.