Customer Success Agent (Part-Time) in White Waltham

At MCS Rental Software, we’re passionate about helping rental businesses grow. With over 40 years of expertise, we provide cutting-edge rental management software, cloud solutions, and responsive technical support to companies around the world. Join our mission to empower the rental industry through smart technology and outstanding service.

The Opportunity

We are looking for a friendly, organised, and customer-focused Customer Success Agent to join our Customer Success team on a part-time basis.

In this role, you will proactively engage with our UK customer base to build strong relationships, gather valuable customer feedback, measure Net Promoter Score (NPS), and help ensure our customers continue to receive exceptional service throughout their journey with MCS.

Alongside customer engagement, you will provide administrative support to the Customer Success and Projects teams, particularly during periods of annual leave and sickness. This role is ideal for someone looking for flexible working hours while making a meaningful impact on customer satisfaction and retention.

Key Responsibilities

• Proactively contact a portfolio of 200+ customers by telephone to build strong, positive relationships
• Conduct structured customer conversations to gather feedback and accurately record Net Promoter Score (NPS)
• Identify customer trends, opportunities, and potential risks, sharing insights with the wider business
• Support customer retention by identifying at-risk accounts and escalating concerns where appropriate
• Promote best practice use of MCS software and help customers maximise the value they receive
• Maintain accurate customer records within CRM and internal business systems
• Provide project administration support during periods of holiday and sickness, including scheduling, documentation, and coordination tasks
• Work closely with Customer Success, Projects, and Support teams to ensure a seamless customer experience
• Ensure all customer interactions are professional, timely, and aligned with MCS standards
• Take ownership of assigned tasks while maintaining high levels of organisation and attention to detail

What We’re Looking For

• Previous experience in a customer service, customer success, administration, or account support role
• Excellent telephone manner with strong interpersonal and relationship-building skills
• Friendly, empathetic, and confident communicator with excellent written and verbal communication skills
• Highly organised with the ability to manage multiple customer interactions efficiently
• Strong attention to detail and ability to maintain accurate records
• Comfortable using CRM systems and Microsoft Office applications
• Able to work independently while collaborating effectively with colleagues
• Good problem-solving skills and the ability to identify customer needs and potential issues
• European language skills would be advantageous but are not essential

Hours: Part-time (15-20 hours per week, flexible - ideally aligned with school hours)

Reports to: Chief Operations Officer

Why Work at MCS

We’re proud recipients of the Culture 100 Award, which recognises organisations that excel in nurturing their workforce, rewarding their staff, and creating a supportive environment where everyone feels valued.

At our company, we are passionate about the rental industry and are committed to fostering a vibrant, informal workplace culture based on respect and empowerment. This dedication has led to an impressive average employee tenure of more than 10 years. Join us to be part of a team that prioritises your growth and satisfaction.