Lead the Ovia and Unicrimp Customer Service function at 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
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