Customer Service Manager

Harbro Ltd; Lesmahagow; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Annual leave of 30 days

Company Pension Scheme

Staff Discount in Retail Stores

Employee Assistance Programme

Employee Referral Scheme

Retail store discounts

Job summary

A leading customer service firm based in the UK is looking for a Customer Services Manager to oversee daily operations and lead a team focused on delivering exceptional service. This role involves coaching staff, managing workloads, and improving processes related to customer satisfaction. Ideal candidates will have proven management experience and excellent communication skills, along with a knowledge of customer service systems. A competitive benefits package is offered.

Qualifications

• Proven experience in a Customer Service Management role.
• Strong leadership, coaching, and people management skills are essential.
• Ability to multitask and maintain a customer-first mindset.
• Excellent communication, problem solving, and conflict resolution abilities.
• Proficiency in customer service systems and reporting.
• Ability to multitask, work under pressure, and maintain a customer-first mindset.
• Experience in Agriculture, Food, or Manufacturing industries.
• Knowledge of Microsoft Dynamics 365.

Responsibilities

• Lead and develop the Customer Services team to achieve KPIs.
• Monitor team performance and identify improvements.
• Collaborate with sales and operations teams for seamless service.
• Ensure effective collaboration with sales, operations, logistics, and compliance teams to deliver seamless service.
• Manage training and development for new and existing team members, ensuring adherence to policies, systems, and compliance requirements.
• Investigate and resolve customer service complaints, identifying preventative measures to enhance service quality.
• Take a proactive approach to continuous improvement, reviewing and refining processes to drive efficiency and customer satisfaction.
• Support day-to-day activities including order processing, call handling, and standing order management.

Skills

Leadership skills

Customer service systems proficiency

Problem-solving abilities

Conflict resolution skills

Communication skills

Multitasking

Multi-tasking

Customer-first mindset

Industry experience

Tools

Microsoft Dynamics 365

Job description

Location: Birkhill (with flexibility to support other sites as required)

Department: Customer Services

Reports to: Group Customer Services Manager

Responsible for: Customer Services Assistants

Monday to Friday 8-5pm (full time – office based)

Right to Work in the UK essential

At Harbro Group, our customers are at the heart of everything we do. We are looking for a Customer Services Manager to lead, develop, and inspire our Customer Services team, ensuring we deliver excellent service across all business areas. This is a hands‑on management role where you will oversee daily operations, drive process improvements, and play a key part in shaping the customer journey.

Key Responsibilities

• Lead, coach, and develop the Customer Services team to achieve KPIs and deliver an excellent customer experience.
• Assign and manage workloads to meet departmental targets and service level agreements.
• Monitor and report on team performance, using data and root cause analysis to identify improvements.
• Ensure effective collaboration with sales, operations, logistics, and compliance teams to deliver seamless service.
• Manage training and development for new and existing team members, ensuring adherence to policies, systems, and compliance requirements.
• Investigate and resolve customer service complaints, identifying preventative measures to enhance service quality.
• Take a proactive approach to continuous improvement, reviewing and refining processes to drive efficiency and customer satisfaction.
• Support day-to-day activities including order processing, call handling, and standing order management.

What We’re Looking For

• Proven experience in a Customer Service Management role.
• Strong leadership, coaching, and people management skills.
• Excellent communication, problem‑solving, and conflict resolution abilities.
• Proficiency in customer service systems and reporting.
• Ability to multitask, work under pressure, and maintain a customer‑first mindset.
• Experience in Agriculture, Food, or Manufacturing industries.
• Previous experience leading a high‑performing team.
• Knowledge of Microsoft Dynamics 365.

Why Join Us?

This is a fantastic opportunity to play a pivotal role in driving customer service excellence at Harbro. If you are a motivated leader with a passion for people, process improvement, and delivering exceptional service, we’d love to hear from you.

• Annual leave of 30 days including public holidays
• Company Pension Scheme (salary sacrifice)
• Staff Discount in our Retail Stores
• Employee Assistance Programme (EAP)
• Employee Referral Scheme
• Discount in Retail Stores

To apply please visit www.harbro.co.uk/careers