{ “@context”: “http://schema.org”, “@type”: “JobPosting”, “title”: “Customer Service Manager – Ovia/Unicrimp”, “description”: “
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
#J-18808-Ljbffr”, “datePosted”: “2026-05-11”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Espuk”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__429090261__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=821” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Tamworth” } } }Company: Espuk
Location: Tamworth
Job Description:
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
#J-18808-Ljbffr…
Posted: May 11th, 2026