Customer Services Manager


Totnes, Devon
£26,000 - £28,000 pa (depending on experience)

Paid • Full Time • Permanent

Sectors: conservation & wildlife, ecology

Closing date: Monday, 30th September 2019  

About NHBS

Founded in 1985, NHBS Ltd ( is a world leader in supplying natural history, ecology and conservation books and ecological survey equipment to institutions, retailers, companies, and private customers around the world. In addition to the retail business, NHBS manufactures equipment in an on-site workshop and publishes two magazines. NHBS is passionate about making a positive environmental impact, our core purpose is to support those who work to understand, protect and conserve the natural environment.

We are looking for an ambitious Customer Services Manager, who is passionate about delivering the best service to our customers and will enjoy the challenges offered in a diverse business that has grown rapidly over the last few years.

As Customer Services Manager, your responsibilities will be

  • To manage a team of Customer Service Advisors
  • With the Deputy Customer Services Manager, to monitor service levels to ensure that they are reached and exceeded
  • To review, decide and apply policies and best practice procedures for the team
  • To lead the team through change
  • To work closely with other managers and teams across the business to provide industry-leading customer support

We are looking for somebody who is

  • Experienced in Customer Services management and passionate about delivering outstanding customer service
  • A great team leader who can motivate and inspire
  • Decisive and confident
  • Highly IT literate
  • An excellent communicator in writing and in person

The ideal candidate will also have

  • Experience in leading teams through change
  • Experience in E-commerce with an international customer base
  • Demonstrated knowledge of ecology and conservation
  • A second language in addition to English

Our offer to you

The successful candidate will be joining a diverse and friendly workforce of 50 staff.

This permanent position is available immediately. Salary: £26,000 – 28,000 p.a. (depending on experience), based on a 37.5-hour week Monday - Friday, with the position attracting 28 days holiday p.a including bank holidays, up to three paid days of conservation volunteering p.a., and a generous company pension.

How to apply

To be considered for this position, please send a cover letter with your CV by the 30th of September 2019 to Anneli Meeder – Head of Finance and Operation,

Please mention when responding to this ad.