At a Glance
- Tasks: Lead and inspire a high-performing customer service team to deliver exceptional experiences.
- Company: Join a dynamic company focused on operational excellence and customer satisfaction.
- Benefits: Enjoy competitive salary, health cashback plan, extra leave options, and pension scheme.
- Other info: Work in a supportive environment with opportunities for professional growth and development.
- Why this job: Make a real impact by driving continuous improvement and enhancing customer service delivery.
- Qualifications: Proven leadership in customer service with strong coaching and performance management skills.
The predicted salary is between 40000 - 50000 £ 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
Senior Customer Service Leader - Drive Excellence & Growth employer: Espire
At Scolmore, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Tamworth where our Senior Customer Service Leader 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 career advancement. Our comprehensive benefits package, including extra annual leave options and a health cashback plan, ensures that our team members feel valued and supported both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Leader - Drive Excellence & Growth
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching the company’s values and recent achievements. Tailor your answers to show how your leadership style aligns with their goals, especially in customer service excellence.
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. Think of specific situations where you’ve led teams, resolved conflicts, or improved processes – this will showcase your skills effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can keep you top of mind and show your proactive attitude.
We think you need these skills to ace Senior Customer Service Leader - Drive Excellence & Growth
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service leadership. We want to see how your skills align with our focus on operational excellence and team development.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've driven performance results or improved service delivery in previous roles. We love seeing quantifiable achievements that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We’re looking for confident and approachable leaders, so don’t hesitate to show us who you are and what makes you passionate about customer service.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures it reaches the right people quickly!
How to prepare for a job interview at Espire
✨Know Your Customer Service Metrics
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Be ready to discuss how you've driven performance results in previous positions, and think of specific examples where you improved service delivery or resolved complex customer issues.
✨Showcase Your Leadership Style
Prepare to talk about your approach to leading and developing high-performing teams. Think of instances where you've motivated your team, handled escalations, or implemented coaching strategies that resulted in improved performance. Highlight your ability to foster a culture of accountability and customer-centric behaviour.
✨Demonstrate Cross-Functional Collaboration
Be ready to discuss your experience working with various departments like Operations, Supply Chain, and Sales. Share examples of how you've successfully collaborated with these teams to enhance customer service operations and ensure seamless communication on projects.
✨Emphasise Continuous Improvement Mindset
Prepare to share your thoughts on identifying areas for improvement within customer service processes. Discuss any initiatives you've led that enhanced efficiency or customer satisfaction, and be sure to mention how you use data insights to drive these improvements.
