Job description
Job Title: Customer Success Team Leader
· Location: Head Office (Crickhowell) / Hybrid Flexibility
· Contract Type: Full-time, Monday to Friday, 40 hours per week
· Department: Customer Success
· Reports to: Head of IBG (Independent Business Group)
About Us
Notemachine is a leading provider in Cash Management, committed to delivering outstanding customer service and driving business success. We are looking for a motivated and dynamic Customer Success Team Leader to oversee our independent business account portfolio, ensuring customer satisfaction, retention, and growth.
The Role
As a Customer Success Team Leader, you will lead and mentor a team of Customer Success Managers across multiple regions. Your focus will be on customer retention, service excellence, and dispute resolution. You will collaborate with key business units to drive improvements in customer experience and optimise commercial performance.
Key Responsibilities
· Lead, motivate, and mentor a team of Customer Success Managers, ensuring performance targets are met.
· Oversee customer accounts, swiftly resolving disputes and queries to maintain high satisfaction and retention rates.
· Support the Head of IBG in managing lease renewals and handling Link Direct Commissioning Bids.
· Monitor IBG installations and removals, ensuring budget targets are met.
· Utilise Power BI reporting to analyse customer performance and optimise profit.
· Develop and implement sales and retention strategies to maximise customer engagement.
· Conduct data analysis to identify underperforming areas and implement improvement plans.
· Prepare and present regular reports on team performance, customer service metrics, and retention rates.
· Handle escalated customer issues with professionalism and efficiency.
· Collaborate with internal teams to enhance customer service processes and the overall customer journey.
What We're Looking For
Essential Skills & Experience:
ü Minimum *5 GCSEs (A-C)**, including English and Maths.
ü Strong leadership and team management skills.
ü Excellent telephone manner and communication skills.
ü Proven experience in customer account management.
ü IT literacy and experience working with Microsoft Office & Power BI.
ü Strong problem-solving and conflict-resolution skills.
ü Ability to adapt, prioritise, and manage multiple tasks effectively.
ü Commercial awareness with a focus on driving profitability and business growth.
Desirable:
v Experience in a customer retention or service delivery role.
v Understanding of NoteMachine Service Delivery and sales processes.
What we offer?
At NoteMachine we pride ourselves on the benefits that we can offer our staff. So, in return for your hard work and professionalism we offer:
Ø A competitive salary with an attractive bonus plan;
Ø 31 days annual leave increasing to 32 then 33 days after your first and second years' service;
Ø Flexible working pattens available after completion of training to help you find your ideal work/life balance;
Ø Excellent career progression and opportunities for development within a growing and diverse company;
Ø Access to Medicash - allowing you to claim back some of your medical expenses such as dental, optical, massage therapy etc.
Ø Store discounts and cashback with some the UK's biggest brands after 12 months service.
Ø A salary sacrifice pension programme that results in a higher take home and higher pension contribution;
Ø Life insurance scheme, paying x3 your annual salary;
Ø Sickness insurance programme for employees after a years service;