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-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 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
- 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
- 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
- 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
- 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
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
- 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
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
If you’re motivated, organised, people-focused and ready to grow, we’d love to hear from you.
Please apply to register your interest.
