Customer Success Lead
- On-site
- £35,000 - £40,000 per year
- Partnerships
Job description
Customer Success Lead
Permanent | £35k-£40k | £8k OTE
As our Notify Partnerships Success Lead, you will coach, empower, and develop a team of four to hit targets. You will direct the team to smoothly onboard new agents, develop re-engagement strategies, and drive growth of our partners through new & existing strategies.. Additionally, you will build key industry & account relationships while keeping the Head of Notify Partnerships updated on performance, budgets, and strategic growth.
Notify, a One Utility Bill service, is a utility registration platform, used by letting agents across the UK. Find out more about it here: https://oneutilitybill.co/notify
A little bit about us
We are a tech business that bundle household bills into one fixed monthly payment. One payment means easier finances, less time on the phone to suppliers, and less admin. It’s a game changer.
It’s also a gorgeous place to work. Everybody gets stuck in to make things work, the team will make you feel welcome from day one, and the office is near some pretty great pubs.
What you’ll be doing
Team Leadership & People Management: Lead the Team: Oversee a team of 4 (3 Success Executives and 1 Account Executive), driving them to hit key targets and manage budgets effectively.
Performance Coaching: Conduct regular 1-on-1s, skill-coaching sessions, and meeting observations to support individual growth and maintain high standards across the team.
Reporting: Keep the Head of Notify Partnerships updated on overall team performance, customer engagement and retention, sharing strategic insights and recommendations for improvement. Suggesting recommendations to Senior Leadership where needed.
Driving Agent Onboarding & Engagement: Oversee Onboarding: Direct the team to guide new agents through their first 90 days, ensuring they establish good habits that lead to long-term success.
Manage Client Contact Cycles: Ensure the team maintains a regular contact schedule across the existing portfolio to keep agent engagement high.
Guide At-Risk Accounts: Support and guide the team in re-engaging at-risk agents through clever problem-solving and effective account management.
Strategy & Performance Targets: Drive CRM Integrations: Guide the team to encourage agents to connect with our CRM partners, helping to boost total lead volume.
Maximise Referral Volumes: Lead the team’s efforts to increase the number of leads and move-ins referred through the Notify portal.
Innovate & Improve: Empower the team with fresh strategies to grow revenue from existing agents, while spotting ways to streamline workflows and improve overall efficiency.
Industry Relationships: Build and maintain strong, trust-based relationships with key decision-makers across the agent portfolio and the wider industry. Act as a point of contact for these partnerships alongside the team.
Design, implement and continuously improve onboarding processes to create a consistent, high-quality experience for new agents.
Develop and own the overall Customer Success strategy, ensuring it supports wider business growth, retention and revenue objectives.
A little bit about you
The successful candidate will meet the below requirements:
Experience: Team Leadership: Experience managing, coaching, or mentoring a small team to hit performance targets.
Account Management: A strong background in client success, account management, or B2B sales.
Client Onboarding: Proven experience helping new clients get started successfully and stay engaged.
Skills & Knowledge People Skills: Great communication and listening skills, with the ability to build trust with team members and senior clients.
Coaching Ability: Able to observe meetings, give helpful feedback, and run effective 1-on-1 coaching sessions.
Problem-Solving: Strong critical-thinking skills to help the team re-engage quiet or unhappy clients.
Data & Insights: Comfortable reviewing performance figures and turning them into simple, clear reports and/or presentations and ideas for improvement or opportunities.
Good to have, but not necessary: Estate & Letting Agency experience or Property Industry Experience
What you’ll get from us
As well as all of the great perks listed below, here’s what you can expect to gain financially from this role…
💰 An annual salary of up to £40,000 depending on level of experience
💸 Up to 10% of your salary paid as a bonus when you achieve your objective
How we do stuff around here
We’re a fast-growing, high-performing business and that’s because everyone chips in to make things work and we all know what we need to do to succeed. Performance metrics are only part of the equation, they tell us what we need to achieve. Our company values and goals tell us why and our competencies, how. Here’s some key OUB terminology that you’ll become very familiar with.
Our Company Values
Matter | Everyone’s role is essential, OUB is on a mission and we can’t do it without you.
Own It | Take responsibility for your domain. Trust yourself and trust others to deliver.
Graft | Work hard and smart. That’s how we grow and do the best for our customers.
Work as One | Respect other people. Try to leave your ego at the door.
Do the Right Thing | Treat everybody well and do your best. Support one another’s goals.
Drop and Roll | Learn from mistakes, get comfy with change and do your best to adapt.
Set the Bar High | Whether you're solving problems or making a brew. Do it with gusto.
Be Fiercely You | Be human and be genuine. Bring your skills and yourself to work.
Enjoy the Journey | Have some fun, and make sure others do too.
Our Competencies
Dependable | Taking ownership of performance and demonstrating accountability.
Customer First | Thinking about the customer before making any decision.
Co-Star | Collaborating and communicating. Showing a commitment to shared goals.
Expert | Seeking out knowledge and opportunities to perform better in my role.
Leadership | Communicating shared goals clearly and effectively.
Job requirements
The shift pattern for this role is Monday to Friday 9am-5pm.
This is an office-based role for the first 6 months, following a successful probation period there is potential for hybrid working, 2 days per week.
Be Fiercely You isn't just a value, it's how we thrive! We believe our strength comes from a truly diverse team where everyone feels valued and respected. If you're passionate about what you do, we want to hear from you, no matter your background
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OUB Perks
Your Back Pocket
Mintago Salary Sacrafice on tech, mobiles, bikes and childcare. Retail Discounts Financial Advice
Corporate Travel Discounted annual passes with Nexus, Go North East and Stagecoach
Enhanced Pension Upon 3 year's service
Social Connection
After Work Activities Football | Netball | Badminton Craft Nights Events Team Socials
Community Paid Volunteering Days Goat Walking at Ouseburn Farm Local Bar and Restaurant Discounts
Wellbeing
Simply Health EAP Private GP Appointments 24/7 Confidential Helpine Cashback on Medical Expenses Counselling
Annual Leave 25 Days per Year Buy or Sell up to 5 Days
The OUB Recruitment Process
We run a simple but effective recruitment process and we're here to support you every step of the way. If you require any reasonable adjustments throughout the process, please don't hesitate to let us know 🫶🏻
Getting to know you 📞
We aim to review your application within 4 days. If we like what we see you'll be invited to a phone or video interview with our People Team. In this first call, we'll be looking to see if you understand the expectations of the role and what makes you a great fit. This is also a chance for you to ask first questions about the role and company.
Meeting the Team 🤝
Depending on the role, you may be invited to a video interview or straight to the final stage at our office. In these meetings, your future Leader takes a deeper dive into your experience and what you could bring to the team. You can expect questions that test your skills and relevant experience as well as a practical task to give you a feel for the role.
Feedback 🙏🏻
At One Utility Bill, we pride ourselves on delivering a great candidate experience and appreciate the time you've taken to meet with us. Regardless of the outcome, all final stage interviews will receive a phone call with your feedback no later than 7 days after your interview. Unfortunately, due to high volume we're unable to offer specific feedback for first stage interviews.
