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- Tasks: Manage BPO operations and ensure top-notch customer satisfaction for BritBox subscribers.
- Company: Join BritBox, the ultimate streaming platform for British entertainment, loved worldwide.
- Benefits: Enjoy a hybrid work model, dynamic culture, and opportunities for personal growth.
- Why this job: Be part of a fast-paced team that values creativity and excellence in customer care.
- Qualifications: Experience in BPO services, strong leadership skills, and a knack for problem-solving required.
- Other info: Engage with a diverse team and contribute to exciting projects in a growing company.
The predicted salary is between 36000 - 60000 £ per year.
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. 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.
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).
- Promoting our organizational values through engagement activities.
- Participating in exciting projects—from workflow improvements and the development of our vendor management team to content launches.
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.
- 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.
- Ensure frontline teams consistently follow established escalation protocols.
- Promote de-escalation practices for irate customers.
- 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.
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.
- Proven expertise in managing escalations and responding to public-facing feedback.
- 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.
- 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.
Customer care, Vendor Manager employer: BritBox
Contact Detail:
BritBox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer care, Vendor Manager
✨Tip Number 1
Familiarise yourself with BritBox's content and values. Understanding their unique offerings and mission will help you connect with the team during interviews and demonstrate your passion for British entertainment.
✨Tip Number 2
Network with current or former employees of BritBox on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Customer Care Vendor Manager role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed vendor relationships or escalated customer issues in the past. Highlighting your problem-solving skills and ability to maintain high customer satisfaction will set you apart.
✨Tip Number 4
Stay updated on industry trends in customer care and BPO services. Being knowledgeable about best practices and emerging technologies will show that you're proactive and ready to contribute to BritBox's growth.
We think you need these skills to ace Customer care, Vendor Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care and vendor management. Use specific examples that demonstrate your ability to manage BPO partners and handle escalations effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for British entertainment and how your skills align with BritBox's mission. Mention any experience you have with de-escalation strategies and managing customer satisfaction.
Showcase Relevant Skills: Emphasise your data-driven approach and ability to define KPIs. Highlight your experience with tools like Zendesk or Google Suite, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at BritBox
✨Know Your BritBox Inside Out
Before the interview, make sure you’re familiar with BritBox's offerings and its unique position in the streaming market. Understand their mission, vision, and the types of content they provide. This will show your genuine interest in the company and help you answer questions more effectively.
✨Demonstrate Your Customer Care Skills
Prepare examples from your past experiences where you successfully managed customer escalations or improved customer satisfaction. Highlight your ability to defuse tense situations and how you’ve coached others in similar scenarios, as this aligns perfectly with the role’s requirements.
✨Showcase Your Data-Driven Mindset
Be ready to discuss how you’ve used data to drive decisions in previous roles. Familiarise yourself with key performance indicators (KPIs) relevant to customer care and be prepared to explain how you would track and improve these metrics at BritBox.
✨Emphasise Team Collaboration
Since the role involves working closely with BPO partners and internal teams, share examples that demonstrate your collaborative spirit. Discuss how you’ve built strong relationships in the past and how you plan to engage BPOs in BritBox's culture and values.
