Job Advert
A Customer Excellence Supervisor vacancy has arisen within our fast-growing company based at our site in Skegness, Lincolnshire. This is an exciting opportunity for a successful candidate to join our Commercial Sales and Service team.
LOCATION: Based at Holly Road, Skegness
SALARY: £42,000 - £45,000 p.a. (depending on skills and experience)
JOB TYPE: Full-time
CORE BENEFITS: Loyalty Holidays, Company Sick Pay, Pension (5% contribution), Profit Related Pay Scheme, Enhanced Maternity Pay, Relocation Package
HOURS OF WORK: Monday to Friday 9.00am - 5.00pm (with half an hour unpaid lunch break) (possibility to work from home for up to 2 days a week)
Job Purpose:
Reporting to the UK Sales & Service Manager, the Customer Excellence Supervisor is responsible for leading the operational effectiveness of the commercial support function. This role ensures that customer service, sales support, commercial processes and reporting operate to consistently high standards, enabling the wider Commercial team to focus on winning and growing business while delivering an outstanding customer experience.
You will support the UK Sales & Service Manager by overseeing customer experience, service processes and team co-ordination to deliver an efficient and responsive customer service function. You will also provide day-to-day operational leadership to the sales support function, ensuring the Commercial team receives the operational support required to maximise customer-facing time and drive business growth.
Working closely with cross-functional teams, you will ultimately help improve customer satisfaction and operational performance across the department. This role plays a key role in supporting customer retention by ensuring service issues, opportunities for improvement, complaints and operational challenges are resolved quickly and effectively.
Key Responsibilities include (but are not limited to):
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Leading and developing the Customer Service team (x5) and Sales Co-ordinator (x1), including recruitment, training and performance management
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Supporting the onboarding and training of new UK team members on systems, processes and customer standards
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Driving high standards of Commercial Operations through monitoring KPIs, service levels and customer feedback
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Managing customer issues, opportunities for improvement, escalations and service improvements, working cross-functionally to ensure relevant actions are put in place to support customer retention
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Lead and deliver continuous improvement initiatives across Commercial Operations, simplifying processes, eliminating inefficiencies and promoting best practice
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Own the integrity, governance and continuous improvement of CRM data, ensuring it supports accurate reporting, forecasting and customer management
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Develop and maintain commercial reports to provide meaningful insight into sales activity, customer service performance and operational effectiveness
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Owning UK SOPs, including creation, training and compliance tracking across the wider commercial teams
You will be expected to ensure company procedures, policies and compliance requirements are consistently followed and will promote a positive culture, including collaboration and knowledge sharing across the commercial function. Working closely with line management and key stakeholders, you’ll also demonstrate behaviours aligned to the Micronclean SKIES values.
Skills of the successful candidate include:
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Experience leading customer service or commercial support teams within a sales environment
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Excellent organisational and communication skills
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Proactive and customer-focused approach
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Strong administrative and process management skills
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Experience using CRM systems, Microsoft Office and reporting tools such as Excel and Power BI
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Ability to manage multiple priorities effectively
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Continuous improvement mindset with experience improving business processes
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Confidence working cross-functionally and building relationships
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Strong attention to detail and problem-solving ability
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Commercial awareness, discretion and professionalism
This is a full-time role requiring a minimum of 3 days per week in the office. Occasional travel to customer sites, events and other company locations may be required, and as such, a full UK driving licence is required. Expenses will be covered where applicable.
Interview date: first round interviews will take place week commencing 24th August on Microsoft Teams
second round interviews will take place face to face week commencing 7th September at our Head Office in Skegness, Lincolnshire)
We reserve the right to close this vacancy early, or change the closing date, if we receive enough applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Why Work for Micronclean?
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Great work life balance
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Extensive array of employee benefits e.g. eye care scheme, gym membership and more
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Environmental and Sustainability Strategy ‘to be the most sustainable specialist textile and cleanroom consumable business on the planet’
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A growing, family owned, highly successful business, with a history spanning back to the 1920s
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A great culture, represented in our company values known as the SKIEs
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Employee Assistance Programme (EAP)
About Micronclean
Micronclean is a family-owned business based in Lincolnshire employing over 400 people.
Our current focus areas include rental of specialist work wear to cleanroom industries (pharmaceutical, medical devices, aerospace), and of protective workwear to manufacturing industries (engineering, automotive). The company also manufactures and distributes a range of cleanroom products, which it sells in the UK and exports throughout Europe and further afield, including India, Australia, and Canada.
Looking to the future, we are confident of growth not only in the UK but also in export markets as we seek to leverage not only our laundered garment and mopping service, but also consumable sales. Our unique in-depth laundry knowledge delivers business opportunities in overseas markets in line with our mission statement.
More information about Micronclean can be found on our website, please click here.
IF YOU WISH TO SPEAK TO SOMEONE ABOUT THE ROLE OF CUSTOMER EXCELLENCE SUPERVISOR IN MORE DETAIL, PLEASE CONTACT US.
