Fevara plc
GB&I Customer Service Manager
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Company Description
Fevara plc is a global leader in added-value, sustainable livestock supplements that support cattle, sheep, goats, and horses. The company produces and distributes a range of nutritional products including feed licks, blocks, bagged minerals, and boluses designed to enhance pasture grazing productivity. Fevara’s mission is to drive sustainable global food security through research-based solutions that optimize livestock performance and profitability for farmers. The organization operates with a strong commitment to the values of Excellence, Innovation, Responsibility, and Integrity, offering team members a purpose-driven environment focused on long-term agricultural sustainability.
Location
Northern England/Southern Scotland with regular presence on-site in Ayr and Silloth.
About the Role
We're looking for an experienced Customer Service Manager to lead and unify our customer service operation across two UK sites. This is a pivotal role for someone who thrives on connecting people, process and data. Someone who can bring consistency to multi-site operations while championing an exceptional, end-to-end customer experience.
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This role ensures a seamless end-to-end customer journey, from order placement to aftersales support, while aligning processes with our Sales, Marketing and Supply Chain teams, ultimately supporting the business objectives.
Key Responsibilities
Leadership across sites
- Oversee customer service teams at both UK sites, ensuring consistent service standards, processes and performance;
- Act as the central point of contact for escalations. Build capability through coaching, training and succession planning.
- Foster a high-performance, customer-centric culture that promotes collaboration between locations
Business Process Integration
- Collaborate with Sales, Marketing and Operations to ensure timely, accurate order fulfillment in line with KPIs.
- Design and deliver a consistent multi-site approach to order processing and delivery
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Data & Performance Management
- Analyse service performance data to identify trends and improvement opportunities
End-to-End Customer Journey Management
- Design and implement consistent, multi-site strategic processes for an exceptional customer experience at every touchpoint
Qualifications and Experience
You’ll need:
- Proven experience managing multi-site or multi-channel customer service teams.
- Experience of designing and delivering change management in a multi-site environment
- Confident working with CRM systems and using data to drive decisions
- Excellent stakeholder management and communication skills, with the ability to influence at all levels
- A hands-on leader who can coach, develop and build succession within their teams
- Comfortable balancing strategic thinking with day-to-day operational delivery
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