At a Glance
- Tasks: Lead daily operations of our BPO partner, ensuring top-notch customer care for BritBox subscribers.
- Company: Join BritBox International, a leader in British entertainment with a vibrant team culture.
- Benefits: Enjoy a full-time role with competitive pay and opportunities for professional growth.
- Other info: Be part of a dynamic team that values collaboration and innovation.
- Why this job: Make a real impact by enhancing customer experiences in the world of British entertainment.
- Qualifications: Experience in BPO services and a knack for resolving customer issues effectively.
The predicted salary is between 50000 - 65000 € per year.
Location: London
Company: BritBox International
Reporting to: Head of Customer Care
Contract Type: Full Time / Permanent
Job Purpose
BritBox International is looking for a Customer Care Operations Manager to join our team. In this role, you will own the day‑to‑day operations of our Business Process Outsourcing (BPO) partner, supporting BritBox subscribers around the world. You will act as the operational lead for all customer care activity within the BPO, ensuring consistent delivery across service, quality, and customer outcomes. You will be responsible for managing performance against key metrics, overseeing escalations and exception handling, and maintaining strong alignment with our BPO partner. This includes making decisions on complex or high‑risk customer cases, driving effective de‑escalation practices, and protecting the BritBox brand in every interaction. You will help ensure our subscribers receive the thoughtful, high‑quality support they expect when engaging with the best of British entertainment. You will support the Head of Customer Care by contributing to regular performance reviews, refining reporting, and improving workflows. You will also play a key role in embedding BritBox standards and culture within the BPO environment, ensuring the customer experience consistently reflects our brand and values. You will partner with the Head of Customer Care on broader planning and governance, while retaining full ownership of day‑to‑day BPO operations. We’re especially excited about candidates who bring a passion for British entertainment and a strong appreciation for delivering great customer experiences.
Responsibilities
- Own day‑to‑day performance of the BPO vendor against key metrics, including CSAT, SLA, and quality targets.
- Act as the primary point of contact for all operational matters, ensuring alignment with BritBox goals and standards.
- Oversee customer escalations, exception handling, refunds, and compensation processes, ensuring consistent and fair outcomes.
- Handle complex or high‑risk customer cases, partnering with senior leadership on issues that may impact brand or legal risk.
- Support and guide BPO leadership to ensure teams follow escalation protocols and deliver consistent service.
- Promote and coach effective de‑escalation practices to improve customer outcomes and reduce friction.
- Lead regular reporting and contribute to weekly, monthly, and quarterly business reviews with internal and external stakeholders.
- Oversee outage management and triage processes across teams.
- Provide ad‑hoc reporting and insights to support decision‑making.
- Strengthen vendor relationships through regular engagement, including site visits, performance reviews, and planning sessions.
- Help embed BritBox culture and customer experience standards within the BPO environment.
Knowledge and Experience
- Experience working in best‑in‑class BPO service organisations.
- Collaborative team player with a strong sense of ownership.
- Talent for easing customer tension and defusing frustration, along with coaching and mentoring these skills in other leaders.
- Proven expertise in managing escalations, responding to public‑facing feedback, and mitigating brand risks when handling irate or escalated customers.
- Solution‑oriented with a focus on quick results and a lean approach to problem‑solving.
- Data‑driven, with a solid ability to define KPIs and track them to prioritise high‑impact projects.
- Committed to providing white‑glove customer support.
- Able to make sound decisions quickly in a dynamic work environment.
- Strong interpersonal skills with the ability to communicate effectively across all levels of the organisation.
- Proven leadership experience with excellent time management, dependability, and initiative.
- Comfortable using online creative tools such as Zendesk, Airtable, Sprout Social, MS Suite, Google Suite, and more.
Our Values
Our BritBox Global Values not only represent our culture but also ensure that we have principles that shape everything we do. Defined by our employees, they are not just words on a page, but the foundation of how we work together, every day. Our values have been cascaded into specific behaviours, which are embedded into all of our people processes, including hiring, onboarding, performance evaluation and feedback. We are proud of our values and seek to hire people who resonate with them.
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.
Customer Care Operations Manager employer: BritBox
At BritBox International, we pride ourselves on fostering a vibrant work culture that champions collaboration and innovation. As a Customer Care Operations Manager in London, you will benefit from a supportive environment that values employee growth, offering opportunities for professional development while working with a passionate team dedicated to delivering exceptional customer experiences. With a commitment to the best of British entertainment, you'll find unique advantages in being part of a brand that prioritises quality and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Operations Manager
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those connected to BritBox. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer care operations. We all know how important it is to showcase your experience with BPOs and handling escalations effectively.
✨Tip Number 3
Show your passion for British entertainment during interviews. Share your favourite shows or experiences that relate to the brand. It’s a great way to connect with the team and show you’re a perfect fit!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Customer Care Operations Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in BPO operations and customer care. We want to see how your skills align with our values and the specific requirements of the Customer Care Operations Manager role.
Showcase Your Passion:Don’t hold back on expressing your love for British entertainment! We’re looking for candidates who share our enthusiasm for delivering top-notch customer experiences, so let that shine through in your application.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to describe your achievements and how they relate to the key metrics we care about, like CSAT and SLA.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join the BritBox team!
How to prepare for a job interview at BritBox
✨Know Your BPO Basics
Before the interview, brush up on your knowledge of Business Process Outsourcing (BPO) operations. Understand how they function and what metrics are crucial for success, like CSAT and SLA. This will show that you’re not just familiar with the role but also ready to hit the ground running.
✨Showcase Your Customer Care Passion
Make sure to express your enthusiasm for delivering exceptional customer experiences. Share specific examples from your past roles where you’ve successfully managed escalations or improved customer satisfaction. This will highlight your alignment with BritBox's commitment to high-quality support.
✨Prepare for Scenario Questions
Expect to be asked about handling complex or high-risk customer cases. Prepare by thinking through potential scenarios and how you would approach them. This will demonstrate your problem-solving skills and ability to make sound decisions under pressure.
✨Familiarise Yourself with BritBox Values
Take some time to understand BritBox’s values and culture. Be ready to discuss how your personal values align with theirs and how you can contribute to embedding these standards within the BPO environment. This shows that you’re not just looking for a job, but a place where you can grow and contribute meaningfully.
