Customer Service Manager

Macphie Ltd; Glenbervie; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Annual leave 32 days

PRP (bonus)

Pension

Health & wellness benefits

Eco-friendly commute

Learning & development

Family benefits

Exclusive employee benefits

Death in service

Job summary

Macphie Ltd is seeking a Customer Service Manager to lead our Glenbervie-based team, supporting UK, Europe and international customers. This hands-on leadership role involves guiding day-to-day operations, managing escalations, and ensuring accurate, efficient order fulfilment.

You will drive proactive, structured, insight-led improvements across customer service and order management. You should bring experience in customer service leadership within a fast-paced B2B setting, plus a track record

Qualifications

• Experience leading a Customer Service/Operations team in a fast-paced B2B environment such as FMCG or food manufacturing.
• Strong track record of developing people and improving team capability and performance.
• Ability to manage workload and resource planning to ensure service coverage.
• Proactive problem-solving with ability to identify root causes and implement solutions.

Responsibilities

• Lead, coach and develop the Customer Service team.
• Oversee end-to-end order management and OTIF performance.
• Escalation point for complex customer, supply and delivery issues.
• Use data and KPIs to identify trends and opportunities for improvement.
• Collaborate cross-functionally to improve processes and forecasting.

Skills

Customer leadership

People development

Problem solving

Continuous improvement

Cross-functional collaboration

Tools

ERP systems

Power BI

Job description

Customer Service Manager

Location: Glenbervie, Aberdeenshire / Hybrid Contract: Permanent

Join our Team at Macphie - Let us introduce ourselves...

Macphie, an internationally acclaimed family ingredient manufacturer, proudly situated in the picturesque and tranquil landscapes of Glenbervie in Aberdeenshire with sites in Glasgow and Midlands too. Our expertise spans across a spectrum of delectable delights, including sauces, bakery creations, and heavenly ice cream toppings. We also cater to the evolving culinary landscape with our plant-based and gluten-free offerings. Trusted partners to some of the globe's leading food brands, we are dedicated to transforming ideas and creativity into tangible, delectable solutions.

Opportunity

Are you an experienced Customer Service or Customer Operations leader who enjoys developing people, solving problems and improving how things are done?

We’re looking for a Customer Service Manager to lead our established team at Glenbervie, supporting B2B customers across the UK, Europe and international markets. You’ll lead the day-to-day operation, manage customer escalations and ensure orders are fulfilled accurately and efficiently.

This is a hands-on leadership role, so you’ll be just as comfortable leading and developing your team as you are rolling up your sleeves and getting involved in day-to-day customer service when needed.

You’ll also help us develop the function to become even more proactive, structured and insight-led – improving processes, building team capability and using data to identify and prevent recurring issues. Working closely with Supply Chain, Commercial and teams across the wider business, you’ll help deliver a great customer experience while supporting our wider business goals.

Some of your key responsibilities will include:

• Leading, coaching and developing the Customer Service team.
• Managing workload and resource planning to ensure effective service coverage.
• Overseeing the end-to-end order management process and supporting strong OTIF performance.
• Acting as an escalation point for complex customer, supply and delivery issues.
• Using customer service data and KPIs to identify trends, root causes and opportunities for improvement.
• Working cross-functionally to develop solutions and improve processes.
• Supporting forecasting and demand planning through relevant customer and order insights.
• Working with Commercial to share customer intelligence and strengthen customer relationships.
• Leading continuous improvement across customer service, order management and fulfilment.

We’re ideally looking for someone with experience leading a Customer Service, Customer Operations or similar function, ideally within a fast-paced B2B environment such as FMCG, food manufacturing or manufacturing.

You’ll bring strong experience in customer service leadership, people development, operational problem-solving and continuous improvement, with the confidence to lead a team while also getting hands-on when needed.

You’ll ideally bring:

• Proven experience leading a Customer Service, Customer Operations or similar team.
• A strong track record of developing people and improving team capability and performance.
• Experience working within a busy B2B environment where priorities can change quickly.
• A proactive approach to problem-solving, with the ability to look beyond the immediate issue and identify its root cause.
• Confidence making decisions and balancing customer requirements with wider commercial and operational considerations.
• Experience improving processes and challenging established ways of working constructively.
• Strong relationship-building skills and the ability to work effectively across different functions.
• A hands-on leadership style and willingness to support your team when required.
• Excellent written and verbal communication skills.
• Good IT skills, with experience of ERP systems and/or Power BI advantageous.
• Experience supporting customers across multiple geographic markets would also be advantageous.

You don’t need to arrive knowing everything about our business. What’s important is that you’re curious, able to pick things up quickly and confident enough to ask questions, challenge constructively and bring people with you as you make improvements.

Indulge in the Sweet Perks of Joining Macphie!

At Macphie, we believe in crafting not only delightful culinary experiences but also providing our team with a recipe for success in their professional lives. Here is a taste of how we’ll look after you as part of our Sweet Success:

• Annual Leave: Recharge your batteries with a generous annual leave entitlement of 23 days, plus 9 public holidays, giving you a refreshing total of 32 days to explore, relax, and savour life outside of work.
• Profit-Related Pay (PRP): Your dedication will not go unnoticed! Enjoy conditional PRP, aligning with our company's performance and rewarding your commitment to our shared success.
• Pension Perks: Secure your financial future with our pension enrolment, where you contribute 5%, and we match it with a 3% employer contribution.
• Health and Wellness Buffet: We care about your well-being. Access our Employee Assistance Program, a 24/7 GP line, and indulge in our cycle-to-work scheme. Keep your mind and body in top shape with our Leisure Subsidy Scheme and free fruit offerings.
• Eco-Friendly Commute: Embrace sustainable living with our electric car charging stations. Enjoy the convenience of free parking while contributing to a greener planet.
• Lifelong Learning: Cultivate your mind with our company further education scheme and unlock opportunities for personal and professional growth.
• Family First: We support your journey into parenthood with enhanced maternity, paternity, and adoption pay.
• Exclusive Employee Benefits: Revel in exclusive benefits like an education bursary via our employee trust and Funeral Concierge provided by Everest Funeral Concierge Service, a brand-new benefit.
• Beyond Probation: Once you have passed probation over the initial three months, you will then be able to unlock an array of group benefits, including private medical insurance & Westfield Health, permanent health insurance, and 3x death in service life assurance.

And now, let us talk about what we need from you:

Like every employer, legally, we require to check and confirm that you have the right to work in the UK. If we offer you a job and you accept, there are some checks that we need to complete before you can start with us. In addition to the above, we will also collect satisfactory employment references.

Additional Information

At this time, we are unable to provide visa sponsorship. Candidates must have the right to work in the UK on a permanent basis without requiring sponsorship now or in the future.

We are not seeking assistance from recruitment agencies for this position. Unsolicited CVs will not be considered.

Closing Date for Applications: Monday 5th October 2026