We have an exciting new role for a Customer Success Specialist to join our team in Warrington This role offers an exciting opportunity to contribute to the success of customer accounts by ensuring smooth administrative operations, maintaining customer satisfaction, and supporting key internal processes. The ideal candidate will be proactive, detail-oriented, and focused on continuous improvement. As a Customer Success Specialist you will focus on centralising invoice queries, enhancing response efficiency to customer enquiries, and conducting root cause analysis to identify and mitigate recurring issues. The successful candidate will play a critical role in streamlining processes, improving customer satisfaction, and driving operational excellence. Key Responsibilities Centralising Invoice Queries Develop and implement a centralised system to support credit control teams in managing invoice queries, ensuring all enquiries are resolved efficiently. Collaborate with relevant departments to streamline communication channels and reduce query resolution times. Maintain and update a knowledge base of common invoice-related issues for reference by the team. Improving Response to Customer Enquiries Analyse current customer response workflows and identify areas for improvement to enhance response speed and accuracy. Establish clear response time targets and monitor adherence to service level agreements (SLAs). Provide training and resources to staff to ensure consistent and high-quality customer interactions. Root Cause Analysis Investigate recurring invoice-related issues to identify root causes. Collaborate with cross-functional teams to implement corrective actions to address systemic problems. Monitor and evaluate the effectiveness of implemented solutions to prevent issue recurrence. Process Improvement and Reporting Design and execute continuous improvement initiatives to optimise invoice management processes. Develop and present regular reports on query trends, root cause findings, and improvement outcomes. Provide recommendations to senior management on strategic improvements based on data-driven insights. Stakeholder Engagement Liaise with internal teams (e.g., finance, customer service, and operations) to align on processes and expectations. Act as a point of contact for escalated invoice issues and ensure timely resolution. PO Management: Monitor and follow up on any extended hires, ensuring the customer’s purchase order (PO) is uplifted and reflected in the system. Ensure that all necessary paperwork, including off-hire forms/cancellations, invoices, and PO details, are up to date and correctly filed. Pricing & Rate Card Verification: Regularly verify that the pricing applied to the account is in line with the agreed-upon rate card and contract terms. Ensure all pricing discrepancies are identified, escalated, and corrected promptly to ensure accurate billing and customer satisfaction. Assist with any pricing queries or changes requested by the customer, ensuring these are addressed in a timely manner. Quality Assurance & Continuous Improvement: Instil a quality-driven approach to all administrative tasks, ensuring that service delivery and account management are of the highest standards. Work proactively to identify areas where processes can be improved to enhance service delivery, reduce errors, and provide better value to the customer. Ensure a positive, customer-first mindset is maintained in all interactions and administrative processes. Communication & Coordination: Act as the primary liaison between internal teams (e.g., operations, logistics, credit control) and the customer, ensuring smooth communication flow and accurate information sharing. Address any communication breakdowns, proactively following up with both internal teams and the customer to resolve issues and ensure clarity. Invoicing & Credit Control Support: Support the credit control team by ensuring accurate invoicing, including verifying that all equipment usage, off-hires, and extended hires are captured correctly. Ensure timely and accurate submission of necessary documentation to facilitate the invoicing process, working closely with credit control to ensure successful payment collection. 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 this role, you will bring the following skill set and behaviours: Strong administrative and organisational skills, with a keen eye for detail and the ability to prioritise tasks efficiently. Proven experience in a quality improvement, customer service, or process improvement role. Experience with root cause analysis and process optimisation techniques (desirable). Excellent communication skills, both written and verbal, to effectively interact with customers and internal teams. Proven experience in account administration, preferably within the hire industry or a similar sector. Ability to work under pressure, handling multiple tasks and priorities simultaneously. Knowledge of pricing models, rate card management, and invoicing processes. A customer-focused mindset with a strong commitment to service excellence. Proficient in using tools like Microsoft Excel, Power Bi; experience with invoicing platforms is a plus. Strong problem-solving skills with the ability to identify issues and implement solutions efficiently. 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.