Customer Success Lead – Seaham (Head Office)
ECatering, part of the RGD Group, is one of the UK’s fastest-growing suppliers of commercial catering equipment, supporting hospitality, education, leisure, healthcare and public sector customers nationwide.
Reporting directly to the Customer Success Manager, you will be a proactive, customer-focused leader who plays a key role in delivering exceptional support to our customers. This is a high-impact role combining hands‑on customer service with day‑to‑day team guidance, ensuring that all queries are resolved quickly, professionally, and in line with company policy.
The successful candidate will be based at our Seaham Head Office and confident working in a fast‑paced environment, supporting a growing Customer Success team while managing their own caseload of customer enquiries.
This is an on‑site, office‑based position.
Key Responsibilities
* Manage a personal caseload of customer queries including deliveries, damages, shortages, returns, warranties and finance enquiries
* Take ownership of escalated or high‑priority cases
* Communicate with customers via phone, email and ticketing systems
* Ensure customers receive proactive updates without needing to chase
* Act as the first escalation point for Customer Success and Technical Support Advisors
* Review advisor communications for clarity, accuracy and professionalism
* Monitor ticket queues, first response times and SLAs to prevent delays
* Coach and mentor advisors, providing guidance on policies, processes and complex cases
* Ensure all actions comply with company policy, warranty terms and contractual obligations
* Maintain accurate logs, case notes and records for all interactions
* Identify recurring issues and recommend improvements to the Customer Success Manager
* Work collaboratively with warehouse, logistics, finance and sales teams to resolve queries efficiently
Skills & Experience Required
* Strong experience in a customer service or customer success environment
* Proven ability to handle complex queries with ownership and professionalism
* Leadership or mentoring experience preferred
* Excellent written and verbal communication skills
* High level of organisation, accuracy and attention to detail
* Ability to prioritise workload and work independently
* Confident using Microsoft Office and CRM/ticketing systems
* A proactive problem‑solving approach with a focus on continuous improvement
What We’re Looking For
* A driven, professional individual who delivers exceptional customer service
* Someone who thrives in a fast‑paced environment
* A supportive leader who enjoys helping a team grow in confidence and capability
* A calm, solutions‑focused problem solver
* Someone who takes pride in maintaining high standards that reflect eCatering’s values of Wow Service! Trust. Innovation. Expertise.
This is a genuine opportunity to play a key role in the continued growth and development of ECatering and the wider RGD Group.
Package
* 20 days holiday + your birthday off each year
* Full training and ongoing development opportunities
To apply:
Send your updated CV and covering letter to chris.johnson@ecatering.co.uk
#J-18808-Ljbffr