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
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