Head Of Customer Success - Contact Centre

Sunbelt Rentals Ltd

Location
Not specified; not specified; generous holiday all...
On-site
Proven contact centre leadership experience
Strong understanding of ai and automation tools
Experience driving csat, nps, and fulfillment kpis
Sunbelt Rentals Ltd is seeking a Head of Customer Success for their contact center, responsible for leading the strategic direction and operational execution of customer success initiatives. The ideal candidate will have a strong background in customer success leadership, experience with AI technologies, and a focus on delivering exceptional customer experiences

Job Summary

  • This role is pivotal in blending human-centric service with AI and digital tools to ensure automation complements rather than replaces human value.
  • You will define and execute the Customer Success vision while building a high-performing team culture focused on ownership, excellence, and customer obsession.
  • The company offers an industry-leading flexible rewards package including generous holiday allowance, life assurance, retail discounts, and a great pension scheme.

Matching Summary

Match Score: 85

Sunbelt Rentals Ltd is seeking a Head of Customer Success for their contact center, responsible for leading the strategic direction and operational execution of customer success initiatives. The ideal candidate will have a strong background in customer success leadership, experience with AI technologies, and a focus on delivering exceptional customer experiences.

Salary

Not specified; Not specified; Generous holiday allowance; Life assurance; Retail discount scheme; Employee recognition awards; Company pension scheme

Skills & Requirements

Must-have

  • Proven contact centre leadership experience
  • Strong understanding of AI and automation tools
  • Experience driving CSAT, NPS, and fulfillment KPIs
  • Cross-functional collaboration with operations and logistics
  • Ability to lead distributed and diverse teams

Nice-to-have

  • Background in B2B service-led organisations
  • Experience leading digital transformation projects
  • Familiarity with Six Sigma or Lean frameworks
  • Commercially astute with P&L management skills
  • Track record of deploying chatbots and predictive routing

Key Requirements

  • Proven experience in Customer Success or Contact Centre leadership roles
  • Strong analytical mindset comfortable with data platforms
  • Excellent stakeholder management and communication skills

Work Rights

Not specified

Tailored Resume

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