Head of Customer Success

Job Role: Head of Customer Success

Working
Hours: 40 hours per week, Monday to Friday - flexible to
meet the needs of the business

Salary: £60,000
per annum + car allowance/company car

Location: Hybrid/Field-Based -
with regular travel to customer sites across the UK and attendance at meetings
at our Chester Head Office.

Reporting
To: Group Operations Director

Closing Date: Thursday
6^th August 2026

Overview

Customer relationships are at the
heart of everything we do.

Anchor Group Services is creating a
new senior leadership role that will shape how we build lasting partnerships
with our customers, strengthen service excellence and drive long-term business
growth.

As our first Head of Customer Success,
you will work alongside senior leaders, operational teams and some of our most
valued clients to ensure we don't simply meet expectations - we consistently
exceed them.

This is a unique opportunity to
establish and lead our customer success strategy, helping to develop trusted
partnerships, enhance the customer experience and identify opportunities that
deliver lasting value for both our clients and our business.

If you are an experienced relationship
leader who enjoys influencing at a strategic level, solving problems
collaboratively and making a genuine impact, we would love to hear from you.

About the Role

As Head of Customer Success, you will
lead the strategic development of customer relationships across Anchor Group
Services, ensuring our key accounts receive an exceptional, consistent and
proactive customer experience.

Working closely with the Group
Operations Director, operational leaders and business support functions, you
will use customer insight, operational performance and commercial awareness to
strengthen partnerships, improve customer retention and identify opportunities
for sustainable growth. The role is predominantly
field-based, requiring regular travel to customer sites across the UK, together
with attendance at meetings and collaborative working sessions at our Chester
Head Office.

This is not a traditional account
management role. It's an opportunity to shape the future of customer success
within a growing national business, influencing how we engage with customers
and continuously improve the services we provide.

Responsibilities include:

• Develop and deliver the company's
  Customer Success strategy across our strategic customer portfolio.
  
• Build trusted relationships with
  senior client stakeholders, acting as a strategic partner and advisor.
  
• Lead customer engagement activities,
  strategic business reviews and service improvement initiatives.
  
• Work collaboratively with operational
  teams to drive service excellence and continuous improvement.
  
• Identify opportunities to enhance the
  customer experience, improve retention and support sustainable business growth.
  
• Analyse customer feedback, performance
  data and operational trends to inform strategic decision-making.
  
• Support contract renewals and business
  development opportunities through strong customer relationships.
  
• Champion a customer-focused culture
  across the organisation.
  
• Promote the effective use of digital
  reporting and performance insight to enhance customer engagement. Act as an
  ambassador for Anchor's values in every customer interaction.
  

• Significant senior leadership
  experience within Facilities Management, Workplace Services or a comparable
  outsourced services environment.
  
• Proven experience managing strategic
  customer relationships and major accounts.
  
• Demonstrable success in customer
  retention, account growth and service improvement.
  
• Strong commercial awareness with
  experience of contract governance and performance management.
  
• Excellent stakeholder management,
  communication and influencing skills.
  
• Experience leading cross-functional
  teams and driving organisational change.
  
• Experience of leading core people
  management processes, including recruitment, disciplinary and grievance
  procedures, investigations and performance management.
  
• Strong analytical skills with the
  ability to interpret performance data and translate it into meaningful customer
  insight.
  
• Full UK driving licence and
  willingness to travel nationally.
  
• The successful candidate will be
  subject to an enhanced DBS check and satisfactory references.
  

• Company car/car allowance
  
• Laptop and mobile phone
  
• 25 days annual leave per annum + 8 bank holidays
  
• Access to a range of nationally recognised courses
  via the Anchor Academy
  
• Auto Enrolment Pension
  
• Stream – access to pay as you earn it
  
• Cycle to Work Scheme Available
  
• Free Employee Assistance Programme 24/7 including
  access to counselling
  
• Hospital Saturday Fund
  
• Reward and Recognition awards
  
• Career development opportunities within a growing
  national business
  

What's Next?

If you're looking for an opportunity to shape a
newly created leadership role and influence the future of customer success
within a growing national business, we'd love to hear from you. APPLY NOW and a member of our Recruitment Team will be in touch.

Other companies may call this role: Head
of Customer Success, Client Services Director, Strategic Account Director, Head
of Client Relationships, Customer Experience Director, Head of Key Accounts,
Client Success Director, Account Director or Customer Partnership Director.

As this is a hybrid/field-based role,
you may also be based in or around: Manchester, Liverpool, Warrington,
Stockport, Bolton, Wigan, Preston, Blackburn, Burnley, Blackpool, Lancaster,
Chester, Wrexham, Stoke-on-Trent, Crewe, Nantwich, Stafford, Telford,
Shrewsbury, Birmingham, Wolverhampton, Walsall, Coventry, Leicester, Derby,
Nottingham, Sheffield, Leeds, Bradford, Huddersfield, York, Doncaster, London,
Reading, Milton Keynes, Oxford, Cambridge