Job Title

Are you ready to take the next step in your customer service career?Were working with a well-established, growing business within the animal health and agriculture supply sector thats looking for a Customer Service Team Leader to help shape the future of their customer experience.This is a fantastic opportunity for someone whos already proven themselves in customer service, operations, or a call-centre 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 thats 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:Youll 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. Youll 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 Youll Be Doing:Leadership & Team DevelopmentLead, coach and develop a customer service team to deliver consistently high service levelsAllocate workloads and manage priorities to meet service level agreementsConduct regular 1:1s, performance reviews and identify ongoing training needsSupport new starters with onboarding, systems and process trainingOperational & Performance ManagementMonitor performance metrics such as response times, order accuracy and right-first-time deliveryAnalyse root causes of service issues and implement improvement plansPrepare reports on performance, customer feedback and service trendsEnsure team adherence to customer service processes and manualsCustomer & Stakeholder FocusSupport the investigation and resolution of customer complaints, identifying preventative actionsWork closely with sales, logistics and operations to ensure seamless order fulfilmentPositively manage issues or delays, keeping customers informed and supportedHands-On Customer ServiceTake customer and internal sales orders via phone, email and digital platformsManage standing orders and pre-emptions for a portfolio of customersEnsure inbound calls are answered promptly and professionallyContinuous Improvement & ComplianceReview and improve customer service processes to enhance efficiency and experienceCollaborate cross-functionally to streamline workflowsWork alongside compliance teams to ensure regulatory and prescription requirements are metWhat Were Looking For:EssentialExperience in a customer service leadership or supervisory roleStrong people-management skills with a coaching mindsetExcellent communication, problem-solving and conflict-resolution skillsComfortable working in a fast-paced, operational environmentConfident using customer service systems and performance dataA genuine customer-first approachDesirableBackground in agriculture, animal health, food or manufacturingUnderstanding of farming, livestock or equine sectorsExperience leading a high-performing teamFamiliarity with Microsoft Dynamics 365Why 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. Youll 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 holidaysCompany Pension Scheme (salary sacrifice)Staff Discount in our Retail StoresEmployee Assistance Programme (EAP)Employee Referral SchemePerkboxTPBN1_UKTJ