Arla Foods Ltd
Customer Services Specialist, Arla - Leeds Head Office
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Do you enjoy solving customer challenges, improving processes and working across multiple business functions to deliver exceptional service? Join our Customer Service Specialists team at our Leeds Head Office and play a key role in ensuring a seamless experience for some of our most important customers.
As part of a collaborative, multifunctional team, you will work closely with colleagues across Logistics, Sales, Production and Supply Chain to manage customer relationships, resolve complex issues and drive continuous improvement. You'll have the opportunity to take ownership, influence positive change and make a real impact on operational performance while supporting the delivery of high-quality service across the business.
This is a full time position working 40 hours per week, covering a 7 day working pattern which will include weekend working 1 out of every 5 weekends. The standard work hours are 0800 – 1600 Monday to Friday and 0700 - 1500 on a weekend. Bank holiday working is required, which is shared amongst the team covering an average of 2 per annum.
How you will make an impact
As a Customer Services Specialist, you will be at the centre of customer operations, ensuring issues are resolved quickly, professionally and with a strong customer focus. Working closely with both customers and internal stakeholders, you will help strengthen service performance while identifying opportunities to improve processes and efficiency.
- Manage complex customer enquiries and escalations relating to product availability, pricing, deliveries, order status and supply shortages, ensuring timely and effective resolution.
- Act as the primary contact for Level 3 escalations, coordinating communication and incident management between customers, Global Shared Services and internal stakeholders.
- Build strong relationships with strategically important customers, providing end-to-end customer care and ensuring service excellence.
- Partner with IT/IBM teams to support testing, implementation and continuous improvement of systems and processes.
- Analyse KPIs and operational performance data to identify improvement opportunities that enhance customer experience and business efficiency.
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What will make you successful
You are a customer-focused professional who enjoys taking ownership, building relationships and solving problems in a fast-paced environment. You are confident working with multiple stakeholders and can balance competing priorities while maintaining high service standards.
To succeed in this role, you will bring strong communication and stakeholder management skills, along with the ability to manage customer issues and escalations through a Customer Service Management inbox. You will also have strong analytical and problem-solving capabilities, with experience using digital tools and data to support decision-making. Experience with SAP and Microsoft Office, particularly Excel, would be advantageous.
Personally, you are proactive, organised and motivated by continuous improvement. You enjoy working collaboratively, take pride in delivering excellent customer service and are always looking for ways to improve processes and performance.
What do we offer?
At Arla, you'll join a supportive and collaborative team with a strong focus on customer excellence and continuous improvement. We are proud of our positive working culture, high levels of employee engagement and commitment to helping colleagues develop and grow.
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Alongside a competitive salary, matched pension contributions of up to 6%, access to flexible benefits, free on-site parking and a discounted on-site shop. You'll also have the opportunity to build valuable cross-functional relationships and develop your career within a global market-leading organisation.
Would you like to join us?
Please apply prior to the 25th August, we will process applications on a continuous basis. For additional information, please contact Liam Gunning (Talent Acquisition team at Arla Foods). ext_liagu@arlafoods.com
Please note we are not partnered with any recruitment agencies for this role. We kindly ask that recruitment agencies do not submit CVs on behalf of candidates for this role, as these CVs will not be considered under the agency ownership and if Arla does progress with any such candidate, this will not amount to acceptance of the agency's terms. We encourage interested individuals to apply directly through our official channels.
Shape the Future of Dairy
Arla is a global leader in the dairy industry, committed to enabling good food choices that make life better, providing people with natural, sustainable nourishment, while taking care at every step to ensure Arla is a choice they can feel good about. If you are looking to shape the future with an ambitious global cooperative that truly cares about your growth, where everyone feels valued and empowered, and collaboration is the core of culture, Arla is a choice you can feel good about.
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