Customer care, Vendor Manager

Location: London, Hybrid

Company: BritBox International

Reporting to: Head of Customer Care

Contract Type: Full Time, Permanent

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: Welcome to BritBox, the go-to streaming destination for the best of British entertainment. Born of the BBC, we bring authentic British stories to audiences all around the world. Since our launch in 2017, our fans have fueled our growth to seven markets, including North America, Australia, and the Nordics. We’re a small but mighty streamer that punches above its weight—we’re on every major distribution platform and even among the bright lights of Times Square!

At BritBox, we offer an unparalleled streaming collection of new and iconic mysteries, dramas, comedies and more. We have new rising stars like Blue Lights, hailed as “Belfast’s answer to ‘The Wire’” (Time Out), catalogs of classics like Monty Python, full series of beloved hits like Vera, and everything in between. Our careful selection of thoughtfully crafted character-driven stories, brimming with trademark British wit and irresistible charm have helped us attract loyal fans all over the world.

Now, here’s where you come in: this is your chance to be a part of something big. If you’re passionate about entertainment, thrive in a fast-paced environment with a high performing yet supportive culture, and want to play a meaningful role in our remarkable growth story, this is your chance. Join our team and help us bring the best of British TV to fans everywhere.

Job Purpose: BritBox International is looking for a Customer Care Vendor Manager to join our team. In this role, you'll oversee the operations of our Business Process Outsourcing (BPO) partner, supporting BritBox subscribers worldwide. This position is part of a diverse, skilled team that values relationship management, collaboration, and a commitment to quality (and customer).

You’ll play a key role in managing the vendor's day-to-day operations, driving essential metrics, conducting regular business reviews, and fostering a culture of excellence. Your responsibilities will include handling escalated subscriber contacts outside the vendor’s scope, advocating for de-escalation strategies, managing escalation tasks (keeping subscribers happy while protecting the brand), and promoting our organizational values through engagement activities.

You’ll also participate in exciting projects—from workflow improvements and the development of our vendor management team to content launches—ensuring we consistently deliver top-notch experiences within the BPO environment that mirror the unique BritBox culture.

Responsibilities:

• Drive excellent customer satisfaction by effectively managing the performance of our BPO partners supporting BritBox subscribers.
• Serve as the primary point of contact and resource for our BPO vendor on all things BritBox, championing our goals and content in every aspect of your work.
• Oversee and approve day-to-day customer escalations, exception handling, refund processing, and comped entitlement procedures.
• Respond to customer escalations that present legal or brand risks to BritBox, ensuring the highest standards of protection.
• Ensure frontline teams consistently follow established escalation protocols.
• Promote de-escalation practices for irate customers and support the continuous development of BPO partners' de-escalation skills.
• Review financials, audit, and submit all Customer Care-related invoices on time in SAP.
• Refine regular reports and conduct weekly, monthly, and quarterly business reviews with BPO partners and internal stakeholders.
• Manage the system outage and triage processes across all stakeholders.
• Provide ad-hoc reporting to internal stakeholders as needed.
• Collaborate with internal teams and BPO partners to forecast staffing needs and lead related meetings.
• Engage our BPOs in BritBox's culture and values through regular site visits. Organize summits to celebrate successes, define strategies, and strengthen relationships.

Knowledge and Experience:

• Experience working in best-in-class BPO service organizations.
• 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 prioritize 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.

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.