GB&I Customer Service Manager

Fevara plc is a global leader in added-value, sustainable livestock supplements that support cattle, sheep, goats, and horses. The company produces and distributes a range of nutritional products including feed licks, blocks, bagged minerals, and boluses designed to enhance pasture grazing productivity, through . Fevara’s mission is to drive sustainable global food security through research-based solutions that optimize livestock performance and profitability for farmers.

The organization operates with a strong commitment to the values of Excellence, Innovation, Responsibility, and Integrity, offering team members a purpose-driven environment focused on long-term agricultural sustainability.

Northern England/Southern Scotland with regular presence on-site in Ayr and Silloth.

We're looking for an experienced Customer Service Manager to lead and unify our customer service operation across two UK sites. This is a pivotal role for someone who thrives on connecting people, process and data. Someone who can bring consistency to multi-site operations while championing an exceptional, end-to-end customer experience.

This role ensures a seamless end-to-end customer journey, from order placement to aftersales support, while aligning processes with our Sales, Marketing and Supply Chain teams, ultimately supporting the business objectives.

• Oversee customer service teams at both UK sites, ensuring consistent service standards, processes and performance;
• Act as the central point of contact for escalations. Build capability through coaching, training and succession planning.
• Foster a high-performance, customer-centric culture that promotes collaboration between locations

• collaborate with Sales, Marketing and Operations to ensure timely, accurate order fulfilment in line with KPIs.
• Design and deliver a consistent multi-site approach to order processing and delivery

• Analyse service performance data to identify trends and improvement opportunities

• design and implement consistent, multi-site strategic processes for an exceptional customer experience at every touchpoint

• Proven experience managing multi-site or multi-channel customer service teams.
• Experience of designing and delivering change management in a multi-site environment
• Confident working with CRM systems and using data to drive decisions
• Excellent stakeholder management and communication skills, with the ability to influence at all levels
• A hands-on leader who can coach, develop and build succession within their teams
• Comfortable balancing strategic thinking with day-to-day operational delivery