Customer Service Manager - Ovia/Unicrimp

Lead the Ovia and Unicrimp Customer Service function at high level, supporting 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.