Customer Service Manager

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.

• 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.

• 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.

This is a fantastic opportunity to play a pivotal role in driving customer service excellence  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