Customer Service Manager

Are you ready to take the next step in your customer service career?

We’re working with a well‑established, growing business within the animal health and agriculture supply sector that’s looking for a Customer Service Team Leader to help shape the future of their customer experience.

This is a fantastic opportunity for someone who’s already proven themselves in customer service, operations, or a call‑center environment and is now ready to lead a team while staying close to the day‑to‑day action.

If you understand the rhythm of agriculture — whether that’s through growing up on a farm, owning horses, working in feed, food, or manufacturing, or simply supporting customers who depend on reliable service — this role will feel like home.

You’ll sit at the heart of the customer journey, responsible for leading a small customer service team, driving performance against KPIs, and continuously improving processes — all while remaining hands‑on with customer orders and enquiries. This is a people‑focused role with real operational responsibility. You’ll motivate, coach and develop your team, work closely with sales, operations and logistics, and ensure customers receive the high‑quality service they rely on.

• Lead, coach and develop a customer service team to deliver consistently high service levels
• Allocate workloads and manage priorities to meet service level agreements
• Conduct regular 1:1s, performance reviews and identify ongoing training needs
• Support new starters with onboarding, systems and process training

• Monitor performance metrics such as response times, order accuracy and right‑first‑time delivery
• Analyse root causes of service issues and implement improvement plans
• Prepare reports on performance, customer feedback and service trends
• Ensure team adherence to customer service processes and manuals
• Customer & Stakeholder Focus
• Support the investigation and resolution of customer complaints, identifying preventative actions
• Work closely with sales, logistics and operations to ensure seamless order fulfilment
• Positively manage issues or delays, keeping customers informed and supported

• Take customer and internal sales orders via phone, email and digital platforms
• Manage standing orders and pre‑emptions for a portfolio of customers
• Ensure inbound calls are answered promptly and professionally
• Continuous Improvement & Compliance
• Review and improve customer service processes to enhance efficiency and experience
• Collaborate cross‑functionally to streamline workflows
• Work alongside compliance teams to ensure regulatory and prescription requirements are met

• Experience in a customer service leadership or supervisory role
• Strong people‑management skills with a coaching mindset
• Excellent communication, problem‑solving and conflict‑resolution skills
• Comfortable working in a fast‑paced, operational environment
• Confident using customer service systems and performance data
• A genuine customer‑first approach

• Background in agriculture, animal health, food or manufacturing
• Understanding of farming, livestock or equine sectors
• Experience leading a high‑performing team
• Familiarity with Microsoft Dynamics 365

This is an ideal role for someone who wants their first or next step into management without losing the hands‑on element of customer service. You’ll gain exposure to operations, leadership, compliance and continuous improvement — all within a sector that genuinely makes a difference to customers’ livelihoods.

Salary: £36K – £40K(d.o.e.)
5 days a week in the Lanark office (Mon‑Fri)
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
Perkbox

Please contact our team to find out more about the role and discuss your eligibility.