Job Title: Vendor Manager, Customer Care
Location: Preferred UK/London, Hybrid
Company: BritBox International
Reporting to: Director of Customer Service
Contract Type: Full Time
Are you the right applicant for this opportunity Find out by reading through the role overview below.
Our Mission: Creators & Curators of the Best in British Creativity & Entertainment.
Our Vision: To be World leaders in British streaming.
Our Purpose: Investing in British Creativity to delight fans with its quality all over the World.
About Us
We are creators and champions of the best British TV, and hosts to the world’s largest collection. It’s our mission to bring the most engaging and relevant British TV experience to fans like us all around the world.
We’re relentlessly creative and in this new world of content, where the possibilities are endless, we are charting our own course.
We are thriving in 5 markets already around the world and have ambitious plans ahead of us. This is where you come in…. we are on the lookout for talented individuals to join our BritBoxer family and help us to navigate the adventures ahead. This role requires international travel 2-4 times a year.
Job Purpose
BritBox International is on the lookout for a Customer Service Vendor Manager to join our passionate team. In this role, you will focus on enhancing customer satisfaction by overseeing the performance of our Business Process Outsourcing (BPO) partner, who caters to BritBox subscribers globally. This pivotal position is integrated within a diverse and skilled team that highly values relationship management, collaboration, and a dedication to quality.
As a Vendor Manager, you will play a critical role in driving key metrics, conducting regular business reviews, and fostering a culture of excellence. Your responsibilities will include close collaboration with the vendor, advocating for de-escalation strategies, managing various escalation tasks, and reinforcing organizational values through engagement activities. Additionally, you will participate in various projects, ranging from workflow enhancements to the development of our vendor management team, ensuring that we consistently provide top-tier customer experiences within the BPO ecosystem.
Responsibilities:
Requirements:
Skills and Personal Attributes:
This job spec is not exhaustive and may change from time to time in line with the evolving nature of a dynamic and growing business.