Central Customer Service Supervisor in Carlisle

We are seeking an experienced Customer Services Supervisor to lead our high‑performing Customer Service department, based in our Carlisle Head Office. You will lead the way, ensuring that customer expectations are not only met but consistently exceeded. This is a pivotal role, working closely with colleagues across the business to deliver first‑class service while actively promoting the company's products and services.

About Us: Every day we provide rural and agricultural communities with the support they need to succeed. Whether they are after a healthier herd or flock, increased yields, faster growth rates, a decent return on their land or even just a helping hand. We have the people, products, and services to help our customers get from where they are now to where they want to be. This is why every role at Carr's Billington is hugely important to our shared success and why we welcome talent from across all different backgrounds to work across our retail, feed, machinery, fuel and central support divisions.

The Job: As Customer Services Manager, you will:

• Lead, manage and develop a fast‑paced Customer Services team, providing day‑to‑day supervision, coaching, training and support to help each team member perform at their best.
• Take ownership of daily decision‑making within the department, effectively prioritising workloads and acting as the main escalation point for customer and team issues.
• Manage team attendance and performance, holding timely, constructive conversations to maintain high standards of conduct and performance.
• Champion company values in everything you do, setting a visible example through your leadership and approach.
• Continuously identify opportunities to improve customer journeys, internal processes and administrative efficiencies, driving positive change and business improvement.
• Deliver excellent customer service by understanding customer needs, offering honest, informed recommendations, and delivering effective solutions while balancing cost and efficiency.
• Prioritise and multitask effectively to achieve personal objectives while supporting the team to meet and exceed departmental targets.
• Build strong, positive working relationships across the business, proactively taking on additional responsibilities to support colleagues and wider company goals.
• Liaise professionally with external suppliers regarding product enquiries and the coordination of purchase and sale agreements.
• Handle customer communications confidently, including telephone enquiries, order processing, proactive customer contact and timely escalation of any relevant issues to field sales or other departments.
• Act on customer feedback and complaints constructively, turning challenges into opportunities for service improvement and collaboration with the complaints team.
• Ensure full compliance with Company and Group policies, including Safety, Health and Environmental requirements, and relevant legislation and assurance schemes such as UFAS, FIAS and NOPS.

Skills, Experience and Qualities Required: You’ll be a confident people leader with strong decision‑making skills, a customer‑focused mindset and the ability to stay calm and organised in a busy environment. You’ll bring a proactive, solutions‑driven approach and a genuine commitment to continuous improvement. This is an exciting opportunity to make a real impact in a key leadership role, where your ideas, energy and drive will be valued. You’ll be part of a collaborative and supportive business that is committed to high standards, personal development and delivering excellent service to its customers.

Essential:

• Ability to demonstrate excellent written and verbal communication skills.
• Experience leading a team in a fast‑paced customer service environment.
• Ability to adopt a flexible approach to work and be able to adapt to unexpected demands.
• Demonstrate patience and empathy.
• Highly organised and proactive approach to work.
• Confident IT user, including a working knowledge of Word, Excel and Outlook.
• Be a practical problem solver.

Desirable:

• Experience of working within the agricultural industry.
• Experience of D365 or other customer ordering programs.

Benefits: As part of The Billington Group we offer a wide range of employee benefits including:

• An attractive salary package.
• Annual salary reviews in September each year.
• A minimum of 25 days annual leave.
• Opportunity to work for a well‑established family‑owned business with ambitions for growth and innovation.

Your Health: Health Assured: Access to an Employee Assistance Programme which offers counselling and health and wellbeing advice. Sick pay: Generous company sick pay entitlement. Health Cash Plan: A health cash plan allowing colleagues to claim back money spent on everyday health care such as optical, dental, physiotherapy and much more.

Your Lifestyle: Staff Discount: Colleagues are eligible for a generous staff discount on selected products at our Country Stores. Cycle to work scheme: A salary sacrifice scheme saving you tax on the purchase of a new bicycle and associated equipment. Flexible life assurance and critical illness cover: Choose to increase the level of life assurance cover already provided to you by the company or add critical illness cover, all at preferential rates. My Savings Hub: Access to an exclusive member's discount website with over 3,500 brands where you can save money and earn cashback on spends from grocery shopping to holidays. Salary finance benefits: Savings schemes, preferential rate loans and wage advances all through payroll as well as tools for financial education.

Your Future: Pension: Enrolment into the Company pension scheme after 3 months of employment. Training & Development: Role specific training and ongoing training and development opportunities identified through our annual appraisal process.