Job Description

Role Purpose

To lead and develop the UK Customer Services and Internal Sales teams for our cleaning machinery business, ensuring our customers receive exceptional support throughout the full lifecycle of their equipment - from quotation and order, through delivery and installation, to service, maintenance and repair.

You will be responsible for day-to-day management of the teams, driving service excellence, supporting sales growth and ensuring smooth coordination with field service engineers, workshops and external sales.

Key Responsibilities

1. Team Leadership & Management

Lead, coach and develop the Customer Services and Internal Sales teams to achieve service and sales KPIs. Manage recruitment, onboarding, training and ongoing performance for team members. Run regular 1:1s, team meetings and coaching sessions, focusing on product knowledge (cleaning machinery), service processes and customer handling skills. Foster a positive, solutions-focused culture where staff take ownership of customer issues.

2. Customer Experience & Service Delivery

Ensure all customer enquiries (telephone, email, web), orders and service requests are handled promptly, accurately and professionally. Oversee the logging, scheduling and follow-up of service calls, planned maintenance visits and breakdowns, working closely with the service planning team and engineers. Own the escalation process for complaints and complex issues, ensuring quick resolution and clear communication with the customer. Monitor key service metrics (e.g. response times, first-fix rate support, service booking lead times, order accuracy, NPS/CSAT) and drive improvement.

3. Internal Sales & Revenue Growth

Manage the Internal Sales team to maximise revenue from existing customers through: Quotations for new machines and accessories Service contracts and extended warranties Consumables, parts and upgrades Ensure proactive follow-up on quotations and lapsed service/maintenance agreements. Support sales campaigns (e.g. seasonal promotions on machines, service packages or parts) and outbound calling initiatives. Work closely with External Sales/Account Managers to coordinate activity on key accounts, tenders and framework customers.

4. Process, Systems & Reporting

Oversee and continuously improve order, service and enquiry-handling processes to ensure efficiency and a smooth customer journey. Ensure the effective use of CRM/ERP systems for: Customer records and machine asset history Service contract details and renewal dates Call logging, quotations and opportunities Produce regular reports on service performance, sales pipeline, quotation conversion rates and customer feedback. Identify recurring issues (e.g. product quality concerns, delivery delays, common machine faults) and work with Service, Operations and Suppliers to address root causes.

5. Cross-Functional Collaboration

Work closely with: Service Management & Engineers - for scheduling, service quality and communication back to customers. Warehouse & Logistics - for machine and parts availability, deliveries and collections. Sales & Marketing - to align on campaigns, customer communications and key account strategies. Finance - to support credit control queries and ensure accurate billing of machines, parts and service work. Represent the Customer Services and Internal Sales function in internal projects and continuous improvement initiatives.

6. Compliance & Governance

Ensure all activity complies with company policies, data protection regulations and health & safety requirements. Promote safe working practices and a culture of accountability.

Skills, Experience & Qualifications

Essential

Proven experience in a Customer Service Manager, Service Desk Manager, Internal Sales Manager or similar leadership role. Background in capital equipment, engineering, industrial cleaning, facilities services or similar technical B2B environment. Experience managing teams that handle both sales and service/support activity. Strong people leadership skills, with a track record in coaching, performance management and developing high-performing teams. Confident communicator who can manage difficult conversations and de-escalate issues. Commercially aware, able to interpret sales and service data and turn insight into action. Good understanding of CRM/ERP systems and comfortable with reporting in Excel. Strong organisational skills and attention to detail.

Desirable

Knowledge of industrial/contract cleaning machinery (scrubber dryers, sweepers, vacuums, etc.) or related equipment. Experience working with field service engineers and service contracts/maintenance agreements. Formal training/qualifications in customer service or leadership/management.

Behaviours & Attributes

Customer-first mindset, with a real focus on uptime and reliability for customers' equipment. Hands-on, visible leader who is comfortable stepping into calls and supporting the team. Calm under pressure, especially during peak periods or major breakdown situations. Continuous improvement mindset - always looking for simpler, faster, better ways of working. Collaborative and engaging, able to work across functions to get things done.

What We Offer

No weekend working! Join our ShareSave scheme and invest in the Company at a discounted rate. 28 days holiday per year and the option to buy more - work hard and recharge. Benefit from our Company pension plan and x3 life assurance scheme. Access top training, clear career paths, and real opportunities to grow and advance. Save big with exclusive deals on high street brands, gym memberships, and more. Take one paid day each year to support a cause you care about--on us.
Job Types: Full-time, Permanent

Pay: From 29,000.00 per year

Benefits:

Company pension Employee stock purchase plan Health & wellbeing programme Paid volunteer time
Work Location: In person