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: Scolmore
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 and continuous improvement, we foster a culture of accountability and high performance, ensuring our teams are motivated and equipped to deliver outstanding customer experiences. Our comprehensive benefits package, including extra annual leave options and a health cashback plan, alongside our commitment to employee growth, makes Scolmore a rewarding place to build your career.
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, which is always a bonus!
✨Tip Number 2
Prepare for the interview by researching the company’s values and recent achievements. We want to see how you align with their mission, so be ready to share how your leadership style can drive excellence in customer service.
✨Tip Number 3
Show off your problem-solving skills during interviews! Think of specific examples where you’ve turned challenges into opportunities, especially in customer service scenarios. We love hearing about your proactive mindset!
✨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. Plus, it shows you’re genuinely interested in joining the team!
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 mission of driving excellence and growth!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve led high-performing teams or improved service delivery. We love seeing quantifiable results 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 be afraid to show us who you are and what makes you a great fit for our team.
Apply Through Our Website:For the best chance of success, make sure to submit your application through our website. It’s the easiest way for us to review your details and get back to you quickly!
How to prepare for a job interview at Scolmore
✨Know Your Stuff
Before the interview, dive deep into the company’s values and mission. Understand how they align with your experience in customer service leadership. Be ready to discuss specific examples of how you've driven excellence and growth in previous roles.
✨Showcase Your Leadership Skills
Prepare to share stories that highlight your ability to lead and develop high-performing teams. Think about times when you motivated your team or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Data-Driven Insights
Since the role involves using data to drive performance, be prepared to discuss how you've used data insights in the past. Bring examples of how you identified trends or areas for improvement and the impact those changes had on customer satisfaction.
✨Engage with Questions
At the end of the interview, don’t shy away from asking insightful questions. Inquire about the current challenges the customer service team faces or how success is measured in this role. This shows your genuine interest and strategic thinking.
