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: Exciting opportunities 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 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: Unicrimp Limited
At Scolmore, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Tamworth where our Senior Customer Service Leaders can thrive. With a strong focus on employee development, we provide comprehensive training and growth opportunities, alongside a supportive culture that values accountability and high performance. Our benefits, including a health cashback plan and additional annual leave options, reflect our commitment to the well-being of our team, making 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 employees at the company through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by researching the company’s values and recent achievements. Tailor your answers to show how your experience aligns with their goals, especially in customer service excellence and team leadership.
✨Tip Number 3
Practice common interview questions, but also be ready for situational ones. Think of examples from your past that showcase your leadership skills and ability to drive performance results in customer service.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team.
We think you need these skills to ace Senior Customer Service Leader - Drive Excellence & Growth
Some tips for your application 🫡
Show Your Leadership Skills:When writing your application, make sure to highlight your experience in leading and developing high-performing teams. We want to see how you've motivated others and driven performance results in previous roles.
Focus on Operational Excellence:Emphasise your ability to oversee customer service operations and improve processes. Share specific examples of how you've optimised service delivery and resolved complex issues to enhance customer satisfaction.
Demonstrate Cross-Functional Collaboration:We love candidates who can work well with different teams! In your application, mention any experiences where you've collaborated with departments like Sales, Supply Chain, or Technical teams to achieve common goals.
Tailor Your Application:Make sure your application speaks directly to the job description. Use similar language and keywords to show that you understand what we're looking for. And remember, applying through our website is the best way to get noticed!
How to prepare for a job interview at Unicrimp Limited
✨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 complex service challenges. Prepare to discuss how you've managed escalations and resolved issues effectively, using a calm and solution-focused mindset. Real-life examples will make your answers more impactful.
✨Engage with Cross-Functional Collaboration
Be prepared to talk about your experience working with other departments like Operations, Supply Chain, and Sales. Highlight any successful projects where collaboration led to improved service delivery or customer satisfaction, showing your ability to work across teams.
