Category Manager Contract Full Time - London, United Kingdom - BritBox International

Description

Job Title:
Vendor Manager, Customer Care
Preferred UK/London, Hybrid

Reporting to:
Director of Customer Service

Contract Type:
Full Time
Creators & Curators of the Best in British Creativity & Entertainment.
Investing in British Creativity to delight fans with its quality all over the World.
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 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.
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.

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.

Drive excellent customer satisfaction through the effective performance management of our business process outsourcing partners (BPO) that support the global BritBox subscribers.

Lead data analysis based on root causes analysis, insights, and report on key metrics to drive and improve business performance
Review financials, audit, and submit all Customer Care-related invoices on time to SAP.
Champion the de-escalation of irate customers and support the development of BPO partners' ongoing de-escalation skills.
Provide ad-hoc reporting to internal stakeholders as needed.
A data-driven focus is needed.

You know how to define KPIs and track them to make sure you focus on the projects with the highest impact.

You have a strong knowledge of the streaming media industry and high expectations for customer experience.
Hands-on experience in quality assurance
Obsessed with providing WOW customer support
Must be comfortable with online creative tools (Zendesk, Airtable, Bitly, Slack, and more)