At a Glance
- Tasks: Lead and inspire a dynamic Customer Service team to deliver exceptional experiences.
- Company: Join Harbro Ltd, a people-focused company that values collaboration and innovation.
- Benefits: Full-time role with competitive salary and opportunities for personal growth.
- Other info: Flexible working options and a supportive team environment await you.
- Why this job: Make a real impact by shaping the future of customer service.
- Qualifications: Experience in customer service management and strong leadership skills required.
The predicted salary is between 36000 - 60000 £ per year.
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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Customer Service Manager in Lesmahagow employer: Harbro Ltd
At Harbro, we pride ourselves on fostering a supportive and dynamic work environment where our employees are valued and empowered to make a difference. As a Human Resources Advisor in Turriff, Aberdeenshire, you will have the chance to collaborate with experienced leaders, engage in meaningful projects, and contribute to our people strategy while enjoying the flexibility of hybrid working. With a strong focus on employee growth and development, we offer a culture that encourages innovation and relationship-building across our diverse teams.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Lesmahagow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Harbro Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Harbro Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Lesmahagow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Harbro Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Harbro Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Harbro Ltd!
How to prepare for a job interview at Harbro Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
