Customer Services Specialist

Working 1 in 4 weekends with bank holiday working shared across the team (Average 2 per annum)

Do you thrive on solving complex customer challenges and collaborating across logistics, sales and production to deliver exceptional service?

In this role, you’ll be the trusted point of contact for our customers and internal teams by resolving escalations, improving processes and keeping orders flowing smoothly

Based at our Leeds Head Office, you’ll join a multifunctional team working closely with Logistics, Sales, Production and Customers. You’ll own escalated queries, coordinate incident handling, act as a system superuser, and drive continuous improvement through KPI insights. This is a full-time, 40-hour role covering a 7-day pattern, with 1 in 4 weekends and shared bank holiday cover.

• Confidently resolve complex internal and customer enquiries on availability, pricing, delivery times and order status
• Collaborate with production, warehouse, transport planning and management to confirm statuses and resolve complaints
• Serve as primary contact for complex customer service queries and oversee incident handling and communications
• Coordinate with IT / IBM to test and implement changes; act as team superuser for order technical setup
• Support collaboration teams with order behaviour analysis and drive process improvements via KPI results

This role sits within the UK Customer Service team in Leeds, reporting to the Customer Service Manager.

You will be proficient with data systems (SAP preferred) and digital tools, demonstrating strong knowledge of customer service processes and incident management. You will bring project management experience as a plus, multitasking and prioritising effectively, and you will communicate with excellence both in writing and verbally.

You will be a proactive self-starter who takes initiative and follows through, meticulous and well‑organised with strong attention to detail, and you will remain calm under pressure, maintaining performance and professionalism.

We work closely together and are proud of our supportive, collaborative culture. Expect a steep learning curve, meaningful responsibilities and colleagues who will cheer, support and challenge you.

• 26 days annual leave plus bank holidays
• Company pension scheme
• Access to Arla My Benefits for discounts across retailers and company shop
• Weekday hours : 08 : 00–16 : 00; weekend hours : 07 : 00–15 : 00
• Bank holiday working shared across the team (avg. 2 per annum)

If you’re ready to deliver best‑in‑class customer service and collaborate across the organisation, please apply as soon as possible. We review applications on a continuous basis and will close the recruitment once the right candidate is found.

For additional information, please contact Oliver Hickson‑Burr TA Partner

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.