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 a pension scheme.
- Other info: Opportunity for career growth in a supportive and collaborative environment.
- Why this job: Make a real impact by driving continuous improvement and enhancing customer service delivery.
- Qualifications: Proven leadership in customer service, strong communication, 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. You will 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.
- They will 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 Leader — Drive Ops Excellence & Growth in Tamworth employer: Ovia Group
At Scolmore, we pride ourselves on being an exceptional employer that fosters a culture of accountability and high performance within our Customer Service team. Located in Tamworth, we offer a supportive work environment with opportunities for professional growth, competitive benefits including a health cashback plan and extra annual leave, and a commitment to operational excellence that empowers our employees to deliver outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Leader — Drive Ops Excellence & Growth in Tamworth
✨Tip Number 1
Network like a pro! Reach out to current or former employees in similar roles on LinkedIn. Ask them about their experiences and any tips they might have for landing the job. You never know who might give you the inside scoop!
✨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 around customer service excellence and team development.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family, focusing on common questions related to customer service leadership. This will help you articulate your experience and demonstrate your proactive mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team and contributing to operational excellence.
We think you need these skills to ace Customer Service Leader — Drive Ops Excellence & Growth in Tamworth
Some tips for your application 🫡
Show Your Leadership Skills:When writing your application, make sure to highlight your experience in leading teams. We want to see how you've motivated and developed others, so share specific examples of your leadership style and successes.
Focus on Customer Experience:Since this role is all about delivering exceptional customer service, emphasise your commitment to customer satisfaction. Tell us about times you’ve gone above and beyond to resolve issues or improve service delivery.
Data-Driven Insights:We love candidates who can use data to drive improvements. In your application, mention any experience you have with analysing performance metrics and how you’ve used that information to enhance service quality.
Tailor Your Application:Make sure your application speaks directly to the job description. Use keywords from the listing and align your experiences with the responsibilities outlined. And remember, applying through our website is the best way to get noticed!
How to prepare for a job interview at Ovia Group
✨Know Your Customer Service Metrics
Before the interview, brush up on key performance indicators (KPIs) and service level agreements (SLAs) relevant to customer service. Be ready to discuss how you've used data insights in past roles to drive improvements and achieve targets.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership approach, especially in motivating and developing teams. Think about specific instances where you’ve fostered a culture of accountability and high performance, and be ready to share these stories.
✨Demonstrate Problem-Solving Skills
Expect questions about handling escalations and complex service challenges. Prepare to discuss your thought process in resolving issues, particularly in logistics or customer complaints, and how you maintain a calm, solution-focused mindset.
✨Engage with Cross-Functional Collaboration
Be prepared to talk about your experience working with different departments like Sales, Supply Chain, and Technical teams. Highlight any successful projects where you acted as a liaison and how you ensured seamless communication and coordination.
