Department: Customer Feedback, Commercial

Location: Markethill or Birkhill (full time 8-5 - office based - may consider hybrid)

About the Role

We are looking for a proactive and driven Customer Feedback Team Leader to champion the voice of the customer across our business. This is a hands-on leadership role where you will oversee the collection, analysis, and response to customer feedback, ensuring insights translate into meaningful improvements across our products, services, and customer experience.

You will lead and develop a dedicated team, drive performance against KPIs, and work closely with cross-functional departments to ensure customer feedback shapes business decisions.

Key Responsibilities

Customer Feedback & Insights

· Collect, categorise, and analyse customer feedback to identify trends, pain points, and opportunities

· Produce and present regular reports on customer sentiment and satisfaction metrics

· Respond to customer feedback where appropriate, ensuring concerns are acknowledged and resolved professionally

· Track progress of feedback initiatives and ensure timely resolution of issues

· Drive root cause analysis to support continuous improvement and cost control

Collaboration & Communication

· Act as a key liaison between customers and internal teams including Sales, Operations, Transport, Quality, and Customer Service

· Clearly communicate insights and recommendations to stakeholders

· Escalate key risks, trends, and issues to senior leadership

Team Leadership

· Lead, coach, and develop the Customer Feedback team

· Conduct regular 1-2-1s and performance reviews

· Set objectives aligned with business KPIs and monitor progress

· Manage team workflow to ensure feedback is handled within SLA targets

· Oversee absence management, engagement, and performance

Continuous Improvement

· Identify and prioritise improvement opportunities based on customer insights

· Recommend and implement strategies to enhance the customer experience

· Support business-wide continuous improvement initiatives

· Stay up to date with customer feedback tools and best practices

Requirements

About You

Essential:

· Proven experience leading or supervising a team

· Minimum 2 years’ experience in a customer service, support, or feedback-focused role

· Strong analytical and problem-solving skills

· Excellent communication and stakeholder management abilities

· Highly organised with strong attention to detail

· Proficient in Microsoft Office, particularly Excel and Word

· Self-motivated with the ability to work both independently and collaboratively

Desirable:

· Experience dealing with customers and members of the public

2 Harbro Ltd jobs in Scotland

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