Deputy Customer Success Manager, Weston-Super-Mare, Office based

Deputy Manager – Sales & Customer Experience Lead

Reports to: Customer Success Manager

Location: Head Office, Weston-super-Mare

Salary: £31,782.40 per annum (40 hours per week)

Hours: Full time, 40 hours per week

Purpose of the Role

This is a hands-on, results-accountable role focused on converting parent enquiries into show-arounds and registrations through confident, proactive and high-quality telephone communication.

The role combines front-line enquiry handling with clear responsibility for driving conversion performance across the enquiries function. The successful candidate will take ownership of call quality, enquiry pipeline health, follow-up discipline and conversion outcomes, not just activity levels.

The role also carries responsibility for supporting and managing another supervisor, setting expectations, using data to identify underperformance, and taking corrective action where required.

This is not a purely supportive or coordination-based role. The post-holder is expected to use data, dashboards and CRM insight to actively manage performance and maximise occupancy across the group’s nurseries.

Key Responsibilities

Enquiries, Calls & Conversion Performance

- Handle a high volume of inbound and outbound telephone enquiries, converting interest into show-arounds and registrations.

- Lead confident, structured conversations with parents, guiding them to clear outcomes rather than passively providing information.

- Build rapport quickly, address concerns and objections, and maintain a calm, reassuring approach while staying commercially focused.

- Take full ownership of follow-ups and enquiry progression; no enquiry is left unworked or unmanaged.

- Set and model excellent call standards including tone, pace, structure and next-step clarity.

- Manage complex or sensitive parent queries professionally, escalating complaints appropriately.

Performance & Commercial Ownership

- Support the Customer Success Manager with enquiry conversion performance across the team, not just individual activity.

- Work to agreed enquiry, booking and conversion targets.

- Use HubSpot dashboards and reports to monitor pipeline health, identify leakage and address underperformance.

- Take prompt corrective action where standards or targets are not being met.

- Treat HubSpot as a commercial performance system, not an administrative tool.

Leadership, Accountability & Team Management

- Provide clear direction, expectations and day-to-day leadership

- Coach team members to improve call confidence, objection handling, follow-up discipline and conversion outcomes.

- Hold individuals to account where performance, quality or ownership falls below expectations.

- Balance empathy and support with commercial responsibility and standards enforcement.

- Escalate performance concerns early when required.

Systems, Process & Continuous Improvement

- Act as a lead user for HubSpot within the enquiries function, ensuring consistent and effective usage.

- Contribute to improving enquiry processes, call frameworks, follow-up flows and reporting.

- Identify trends and opportunities using data and feedback to improve enquiry performance.

- Ensure accurate, consistent information is provided to parents across all sites.

Collaboration & Reporting

- Work closely with the Customer Success Manager on enquiry performance, reporting and conversion strategy.

- Liaise with nursery managers to ensure availability, pricing and messaging are accurate.

- Provide regular, clear reporting on enquiry volumes, conversion rates, pipeline health and risks.

- Support wider customer engagement initiatives, including seasonal activity such as holiday club bookings.

Person Specification

Essential

- Confident, engaging telephone communicator who enjoys speaking to parents throughout the day.

- Proven experience converting enquiries, leads or bookings, not simply providing customer service.

- Comfortable working in a fast-paced, performance-focused, target-aware environment.

- Strong organisational skills and attention to detail.

- Confident using CRM systems, data and dashboards to manage workload and performance.

- Comfortable having clear, direct performance conversations when required.

- Comfortable in a fast-paced, target-aware environment.

- Organised with attention to detail.

Desirable

- Experience coaching, supervising or managing others.

- Strong working knowledge of HubSpot or similar CRM platforms.

- Experience within early years, education, care, leisure, call centre or family-focused services.

This role is suited to someone who enjoys pace, accountability and ownership. It is ideal for a candidate who takes pride in converting enquiries into outcomes, values data and clarity, and is comfortable being responsible for results rather than simply effort.

This role is not suitable for individuals seeking a primarily administrative, purely supportive, or low-target environment.

Family Adventures Group operates award-winning nurseries and family leisure venues across the South West, Midlands and Wales. We are passionate about creating exceptional experiences for children, families and colleagues, and are proud of our people-first culture.

Everything we do is guided by our values, known as ARCH:

Accountable

We take ownership of our actions and deliver on our commitments.

Reliable

We can be trusted by colleagues, children, families and partners.

Caring

We put people at the heart of every decision we make.

Honest

We act with integrity and communicate openly and respectfully.

As part of Family Adventures Group, you'll have access to a wide range of colleague benefits, including:

• Competitive salary.

• Flexible working opportunities.

• Enhanced annual leave entitlement.

• Pension scheme.

• Life insurance.

• Employee Assistance Programme, including access to GP and counselling support.

• Discounted childcare.

• Free lunches at work.

• Colleague recognition programmes.

• Ongoing learning and development opportunities.

• Access to company-wide wellbeing, reward and benefits programmes.

Safeguarding Statement

Family Adventures Group is committed to safeguarding and promoting the welfare of children and expects all colleagues to share this commitment. Appropriate employment checks, including references and DBS screening where applicable, will be completed before appointment.