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 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

2 Harbro Ltd jobs in Scotland