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 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.
Customer Service Manager - Ovia/Unicrimp employer: Ovia Group
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 want you to be able to showcase how your skills align with their values and goals. Practice common interview questions and think about how you can demonstrate your leadership and customer service expertise.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. We recommend mentioning something specific from the interview to remind them of your conversation and keep you top of mind.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it shows you’re genuinely interested in being part of our team!
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 speaks directly to the role of Customer Service Manager. Highlight your leadership experience, especially in managing high-performing teams and driving operational excellence. We want to see how your skills align with our mission at Ovia and Unicrimp!
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. Share specific examples of how you've led initiatives that improved service delivery or enhanced customer satisfaction.
Showcase Your Data Skills:Since data insights are key to identifying trends and opportunities for improvement, make sure to mention any experience you have with performance analysis. We love candidates who can use data to drive decisions and enhance service quality!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Ovia Group
✨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 positions. Bring examples of how you've identified trends or risks and what initiatives you led to enhance customer satisfaction.
✨Collaboration is Key
This role requires cross-functional collaboration, so think about your experiences working with different departments. Be ready to share how you've acted as a liaison between teams and how you've ensured seamless communication to meet customer needs.
