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- Tasks: Lead a customer service team while staying hands-on with customer orders and enquiries.
- Company: Established business in the animal health and agriculture supply sector.
- Benefits: Competitive salary, 30 days annual leave, pension scheme, and staff discounts.
- Why this job: Step into management while making a real difference in customer experiences.
- Qualifications: Experience in customer service leadership and strong people-management skills.
- Other info: Dynamic role with exposure to operations, compliance, and continuous improvement.
The predicted salary is between 36000 - 40000 ÂŁ per year.
Are you ready to take the next step in your customer service career? We’re working with a well‑established, growing business within the animal health and agriculture supply sector that’s looking for a Customer Service Team Leader to help shape the future of their customer experience. This is a fantastic opportunity for someone who’s already proven themselves in customer service, operations, or a call‑center environment and is now ready to lead a team while staying close to the day‑to‑day action. If you understand the rhythm of agriculture — whether that’s through growing up on a farm, owning horses, working in feed, food, or manufacturing, or simply supporting customers who depend on reliable service — this role will feel like home.
The Role
You’ll sit at the heart of the customer journey, responsible for leading a small customer service team, driving performance against KPIs, and continuously improving processes — all while remaining hands‑on with customer orders and enquiries. This is a people‑focused role with real operational responsibility. You’ll motivate, coach and develop your team, work closely with sales, operations and logistics, and ensure customers receive the high‑quality service they rely on.
What You’ll Be Doing
- Leadership & Team Development
- Lead, coach and develop a customer service team to deliver consistently high service levels
- Allocate workloads and manage priorities to meet service level agreements
- Conduct regular 1:1s, performance reviews and identify ongoing training needs
- Support new starters with onboarding, systems and process training
- Operational & Performance Management
- Monitor performance metrics such as response times, order accuracy and right‑first‑time delivery
- Analyse root causes of service issues and implement improvement plans
- Prepare reports on performance, customer feedback and service trends
- Ensure team adherence to customer service processes and manuals
- Customer & Stakeholder Focus
- Support the investigation and resolution of customer complaints, identifying preventative actions
- Work closely with sales, logistics and operations to ensure seamless order fulfilment
- Positively manage issues or delays, keeping customers informed and supported
- Hands‑On Customer Service
- Take customer and internal sales orders via phone, email and digital platforms
- Manage standing orders and pre‑emptions for a portfolio of customers
- Ensure inbound calls are answered promptly and professionally
- Continuous Improvement & Compliance
- Review and improve customer service processes to enhance efficiency and experience
- Collaborate cross‑functionally to streamline workflows
- Work alongside compliance teams to ensure regulatory and prescription requirements are met
What We’re Looking For
Essential
- Experience in a customer service leadership or supervisory role
- Strong people‑management skills with a coaching mindset
- Excellent communication, problem‑solving and conflict‑resolution skills
- Comfortable working in a fast‑paced, operational environment
- Confident using customer service systems and performance data
- A genuine customer‑first approach
Desirable
- Background in agriculture, animal health, food or manufacturing
- Understanding of farming, livestock or equine sectors
- Experience leading a high‑performing team
- Familiarity with Microsoft Dynamics 365
Why Apply
This is an ideal role for someone who wants their first or next step into management without losing the hands‑on element of customer service. You’ll gain exposure to operations, leadership, compliance and continuous improvement — all within a sector that genuinely makes a difference to customers’ livelihoods.
Salary: £36K – £40K(d.o.e.) 5 days a week in the Lanark office (Mon‑Fri) 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 Perkbox
Please contact our team to find out more about the role and discuss your eligibility.
Customer Service Manager in Lanark employer: The Animal People Recruitment Company
Contact Detail:
The Animal People Recruitment Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Lanark
✨Tip Number 1
Network like a pro! Reach out to your connections in the agriculture and animal health sectors. A friendly chat can lead to insider info about job openings or even a referral, which can give you a leg up in the hiring process.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service leadership. Think about your past experiences and how they relate to the role. We want you to showcase your problem-solving skills and your ability to motivate a team!
✨Tip Number 3
Don’t forget to research the company! Understanding their values and customer service approach will help you tailor your responses during interviews. Plus, it shows you're genuinely interested in being part of their team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s get you that Customer Service Manager role!
We think you need these skills to ace Customer Service Manager in Lanark
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Service Manager role. Highlight any leadership experience and your understanding of the agriculture sector to show us you’re the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer service and how your background aligns with our values. Don’t forget to mention any relevant achievements that demonstrate your capabilities.
Showcase Your People Skills: Since this role is all about leading a team, make sure to highlight your people management skills in your application. Share examples of how you’ve motivated or developed teams in the past to give us a glimpse of your leadership style.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at The Animal People Recruitment Company
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service knowledge, especially in the agriculture and animal health sectors. Be ready to discuss your previous experiences and how they relate to leading a team and improving customer satisfaction.
✨Show Off Your Leadership Skills
Prepare examples of how you've successfully led a team or managed performance in the past. Think about specific situations where you motivated your team or resolved conflicts, as this will demonstrate your people-management skills.
✨Understand the Business
Familiarise yourself with the company’s operations and how they impact customer service. Knowing their products, services, and customer base will help you answer questions more effectively and show that you're genuinely interested in the role.
✨Ask Smart Questions
Prepare thoughtful questions to ask at the end of the interview. Inquire about the team dynamics, performance metrics, or how they handle customer complaints. This shows your enthusiasm for the role and helps you gauge if it’s the right fit for you.