At a Glance
- Tasks: Lead and inspire the Customer Service team to deliver exceptional experiences.
- Company: Join a dynamic company focused on operational excellence and customer satisfaction.
- Benefits: Enjoy competitive pay, health cashback, extra leave options, and a pension scheme.
- Other info: Opportunity for career growth in a supportive and collaborative environment.
- Why this job: Make a real impact by driving improvements and leading a high-performing team.
- Qualifications: Proven leadership in customer service with strong communication and organisational skills.
The predicted salary is between 35000 - 45000 £ per year.
Lead the Ovia and Unicrimp Customer Service function at a high level, supporting the Customer Service Operations Manager and Head of Customer Service in ensuring operational excellence, high-performing teams, and a consistently exceptional customer experience. Drive continuous improvement, optimise service delivery, and support senior leadership in achieving departmental and business-wide objectives. Identify areas for improvement, create and lead initiatives to maintain accurate efficient service levels at all times, and drive performance results.
Leadership & People Development
- Provide day‑to‑day leadership to the Ovia Customer Service department, ensuring smooth, efficient, and high‑quality operations.
- Lead, motivate, and develop the Customer Service team, fostering a culture of accountability, high performance, and customer‑centric behaviour.
- Oversee performance management, coaching, succession planning, and capability development.
- Ensure the department consistently meets service standards, KPIs, and SLAs.
- Motivate, coach, and support the Customer Service team to consistently deliver outstanding service.
Operational Excellence
- Oversee end‑to‑end customer service operations, ensuring efficient workflow, accurate order processing, and timely issue resolution.
- Lead escalation management for complex service challenges, including logistics, stock, and customer complaints.
- Review and refine internal processes to enhance efficiency, service quality, and customer satisfaction.
- Use data insights to identify trends, risks, and opportunities for improvement.
Cross‑Functional & External Collaboration
- Act as a senior liaison between Customer Service and Operations, Supply Chain, Sales, Technical, Purchasing, and external partners.
- Support key account management through proactive communication, reporting, and service alignment.
- Ensure seamless coordination on stock, bespoke products, delivery schedules, and customer project requirements.
Stakeholder Engagement & Continuous Improvement
- Represent Customer Service in senior management meetings, providing insights, updates, and recommendations.
- Lead and participate in regular cross‑departmental meetings to review issues, analyse processes, and implement improvements to enhance accuracy, efficiency, and customer satisfaction.
- Monitor supplier and carrier performance, driving accountability and service enhancements.
Strategic Contribution
- Support the Head of Department and Operations Manager in developing and executing strategies that drive departmental growth, operational excellence, and long‑term success.
- Identify opportunities to enhance service delivery, streamline workflows, and elevate the customer experience.
Essential Skills & Experience
- The ideal candidate will be a confident, approachable, and highly professional leader with a proven track record of managing high‑performing customer service teams.
- Strong capability in coaching, performance management, and team development.
- Skilled in managing escalations, analysing performance data, and driving KPI/SLA achievement.
- Demonstrate exceptional communication skills, a proactive mindset, and the ability to remain calm and solution‑focused in challenging situations.
- Excellent communication, decision‑making, and stakeholder‑management skills.
- Highly organised, resilient, and proactive with a solutions‑focused mindset.
- Strong organisational skills and the ability to manage competing priorities, with a commitment to continuous improvement are essential.
Desirable Knowledge, Experience and Skills
- Experience with CRM, ERP, or order‑processing systems.
- Background working with Warehouse, Supply Chain, Technical, or Sales teams.
- Industry experience within the lighting or electrical wholesale sector would be a distinct advantage.
Education and Qualifications
- A minimum of GCSE Mathematics/English Language (or equivalent) at Grade C/4 or above is required to support analytical and reporting responsibilities.
- High-level of skill in the full range of Microsoft suite – Excel, Word, PowerPoint, Outlook is required.
Option to purchase up to 5 extra days annual leave. Health Cashback Plan. Pension Scheme. Life Assurance. Free Parking. Site Location: Scolmore House, Tamworth, B79 7UL.
Customer Service Manager - Ovia/Unicrimp employer: Espire
At Scolmore, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Tamworth where our Customer Service Manager can thrive. With a strong focus on leadership development, continuous improvement, and a culture that champions high performance and accountability, we provide our employees with ample opportunities for growth and professional advancement. Our comprehensive benefits package, including extra annual leave options and a health cashback plan, ensures that our team members feel valued and supported in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager - Ovia/Unicrimp
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and tailoring your answers to highlight your leadership and customer service skills. Show them you’re the perfect fit for their team!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. We suggest mentioning something specific from your conversation to remind them why you’re the right choice for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Service Manager - Ovia/Unicrimp
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership abilities, customer service expertise, and any relevant achievements that align with what we're looking for.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you can contribute to our team's success. Be sure to mention specific examples of how you've driven performance results in the past.
Showcase Your Communication Skills:Since communication is key in this role, make sure your application is clear and concise. Use professional language but keep it friendly. We want to see your personality shine through while maintaining professionalism.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, it shows us you're keen on joining our team at StudySmarter!
How to prepare for a job interview at Espire
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service knowledge, especially around operational excellence and team leadership. Be ready to discuss how you've driven performance results in previous roles and share specific examples of how you've improved service delivery.
✨Show Off Your Leadership Skills
Prepare to talk about your experience in leading and developing high-performing teams. Think of instances where you've motivated your team or handled escalations effectively. Highlight your coaching techniques and how you've fostered a culture of accountability.
✨Data is Your Best Friend
Since the role involves using data insights to drive improvements, be prepared to discuss how you've used data in past roles. Bring examples of how you've identified trends or risks and implemented changes based on your findings.
✨Collaboration is Key
This position requires cross-functional collaboration, so think about your experiences working with different departments. Be ready to share how you've successfully liaised with teams like Sales, Supply Chain, or Technical to enhance customer satisfaction and streamline processes.
