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Area Service Manager (Cumbria)

National Milk Records PLC
Closing date
28 Jun 2024

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Contract Type
Employer Type
Direct Employer

Job Details

About Us

From its formation in 1943, NMR has grown and developed into an integrated service provider working for farmers and milk buyers as well as an independent source of data for advisors such as vets, farm consultants and breed societies. The company and its staff are dedicated to providing the highest quality recording, testing, health and fertility services & products for dairy animals, supporting farmers and the farming industry to make profitable production possible as well as working with milk buyers and retailers to constantly improve the quality of the milk we drink.

The Role:

The role of Area Service Manager is primarily responsible for managing customer relationships and service provision within a defined area. The touchpoints with the customers will be key and you will be in regular contact with customers based on their customer segment.

Customer Relationships:

  • Provide regular customer service reviews with customers based on their customer segment
  • Ensure we are assisting the customers by making them aware of resources they may not be using
  • Use customer feedback to improve our service provisions and guide decisions
  • Look for ways to improve every touch point with the customer
  • Build and maintain relationships with new and existing customers
  • Assist customers with training and understanding our products and services
  • Problem solve and resolve complaints
  • General account management
  • Territory performance reporting and analysis in line with objectives set
  • Coordinate Herd Competitions (where applicable)

Service Provision:

  • To be responsible for the efficient delivery of service via available resources to defined performance standards within your defined area
  • Utilise Area Coordinators within your area and self-employed milk recorders and samplers to provide the service
  • Manage late lists of customers and remain in contact
  • Work to various KPIs to ensure high level of data quality
  • Work with customers and the sales team to sign up new herds, onboard new customers and change/add services when required
  • Assist the customer service and processing teams in resolution of customer issues
  • Recruitment and training of self-employed contactors and employed staff
  • Adherence to Service Level Agreements for self employed milk recorders and samplers
  • Support the robot shuttle hire service in terms of organising, transporting, setting up, taking down, cleaning and storage of robot shuttles where required.
  • Ensure correct payment of self-employed contractors depending on their monthly responsibilities


  • To participate in additional projects as and when required
  • To undertake various reporting using NMR systems as required by your line manager
  • To adhere to all NMR policies
  • Promote NMR and assist at local and national events e.g. shows and farm walks
  • To maintain effective knowledge of NMR products and services including the wider industry

Driving will be a significant aspect of the role. You will need to be located within the area or willing to relocate.

Essential Key Skills & Requirements:

  • A graduate, HND or equivalent in agriculture or relevant commercial experience
  • Relationship management skills
  • Time management and organisational skills
  • Effective communication skills verbal and written
  • Self-motivated with a positive, can do attitude
  • Valid driving license
  • Ability to work effectively within a team and add value
  • Strong attention to detail ensuring accuracy in work produced
  • Fully PC literate

Desirable Key Skills:

Farming experience and knowledge of the dairy industry

  • On Farm software experience
  • Milk Recording / sampling experience
  • Problem solving skills
  • Account management
  • Experience of motivating and managing self-employed contractors

Hours: Your weekly hours will be flexible to allow early morning starts/late evenings and milking patterns of customers. This will cover from Monday to Friday, to fit the needs of the business totalling your contractual 37 hours per week.

What we can offer you:

25 days holiday plus bank holidays

Company contribution Pension scheme

Discounts website

Employee Assistance Programme

Cycle to work Scheme

Plus various other benefits

NMR are an Equal Opportunities Employer and our Company Values are:

Open and Purposeful

Expert and Accountable

Can do and Collaborative

Closing Date: 30 April 2024


About Us

It’s an amazing time for you to join the NMR team as we continue to enhance and progress our business. Since its formation in 1997 and subsequent flotation in 2006 as a plc, NMR has grown and developed into an integrated service provider, working for farmers and milk buyers, as well as being an independent source of data for advisors including vets, farm consultants and breed societies. Our Strategic Plan and Core Values are embedded in our organisation and are the framework of the daily activity. The NMR Group today is structured around four revenue streams with the passion and investor support for growth:

  • Milk recording
  • Disease testing
  • Payment testing
  • Genomic testing

Working for us

Working at NMR is so much more than just a job! We offer a wide range of career opportunities, particularly to those who are attracted to the ever-changing and modernising farming industry.  Our teams are dedicated in providing high levels of value and customer service. We do this by both retaining our existing experienced people and by attracting and developing the next generation people.  As an employer, we are committed to providing opportunities to:

  • Maximise your potential contribution to the business
  • Be involved at every level within the business
  • Undertake personal and professional development
  • Consistently receive a good employee experience
  • And without doubt, you’ll be part of a caring, welcoming, and friendly team, who have the ability to make a real difference.

Our Values

We pride ourselves on demonstrating our values of Can Do and Collaborative, Expert and Accountable, Open and Purposeful of which all make us Trusted

Our Benefits

We pride ourselves on looking after our people and we offer competitive benefits which include:

Annual Leave – 25 days’ holiday in addition to statutory days. After three years’ service, we give an additional day for people’s birthday.

Benefits Website – Available to all and is designed to save employees money.  The categories include; My Car,  My  Health,  My  Home,  My  Money,   My   Legal   Matters,   My   Lifestyle,   My   Shopping   and   My   Travel.  

Auto Enrolment Pension with employee contributions of up to 4.5% and company contributions of 4%. The pension scheme runs through salary sacrifice.

Group Life Assurance - Iif enrolled in the pension, people are also entitled to Life Assurance where a nominated beneficiary will receive a lump sum pay out, based on your basic salary in the event of your death whilst in service.

Making a Difference Award - Recognition scheme with the chance to thank or congratulate a  colleague for going the extra mile. Based on our new values. Each month a winner receives £150 in their salary.

Share Incentive Plan - A  monthly  plan  that  gives  the  option  to  buy  NMR  Partnership  Shares up to the value of £150 each month. The shares are purchased  from  pre-tax  salary,  giving  tax  savings  as  well  as  an  investment  plan.

Cycle to Work Scheme - Salary sacrifice  scheme  to  help  purchase  a  bicycle  from  Halfords  for  travelling to work. Payments are taken from salary before PAYE and NI over a 24-month period.

EAP - Programme with AVIVA offers information and support  on  a  wide  range  of  topics,  affecting  employees at  work  or  at  home,  with  the  aim  of  helping people lead and a maintain a healthy lifestyle. These services are free, confidential and easily accessible -  24  hours  a  day,  365  days  a  year.

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