The Company

For 40 years, MCS Rental Software has devoted itself to making life easier for Rental companies across the globe. It’s a family-owned and managed company.

Championing customer service excellence, MCS develops lasting partnerships with its customers, helping them to achieve their goals and ambitions for growth. With a strong commitment to innovation and input from our customers, MCS Rental Software leads the way in rental by embracing emerging technologies so that our customers can harness innovation to meet tomorrow’s challenges.

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.

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.

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

Benefits

• Competitive salary

• 22+ days annual leave (rising to 25 days after 5 years’ service)

• Flexible benefits

• Contributory Pension Scheme

• Training budget to support your development

• Private health insurance after 6 months

• Fully equipped kitchen with free drinks provided

• Opportunity to work remotely

• Free on-site parking

• Team activities/company events

• Employee Assistance Programme – access to a free 24 hour confidential helpline as you face life, work and health concerns

Hiring Process

1. Introductory video call with our recruiter

2. Online assessment

3. Video call with the Hiring Manager

4. Video call with the MD

5. Final in person interview