Contact Centre Manager in London

The Member Services Contact Centre Manager is accountable for the day-to-day leadership, performance and efficiency of Member Services, ensuring The Wine Society delivers exceptional service to members in an effective, efficient and commercially responsible way.
This is a hands-on operational leadership role with responsibility for service delivery, workforce planning, forecasting, productivity, quality, resource utilisation and cost management. The role will develop a detailed understanding of member demand, operational performance and resource requirements, using data and insight to ensure the operation is effectively planned, managed and continuously improved.
The role will work closely with leaders and colleagues throughout the department to identify opportunities for improvement, remove inefficiencies and introduce best-practice operational disciplines, while protecting and enhancing the highly personal, knowledgeable and member-centric service for which The Wine Society is recognised.
The role is also responsible for evaluating operational processes, systems and tools, building evidence-based business cases for future investment where these can demonstrably improve service delivery, colleague effectiveness or operational efficiency, and taking ownership of complex member issues and escalations when required.
The Company For over 150 years, The Wine Society has been bringing people and great wine together. We’re a unique, member-owned organisation, which means our members are at the heart of everything we do. We source exceptional wines from producers across the world and offer them at fair prices, supported by knowledgeable people and outstanding service.
Our mutual status allows us to take a different approach. Rather than focusing on short-term profit, we focus on doing what’s right for our members, our employees, our suppliers and the long-term future of the business.
Integrity and doing the right thing have been part of who we are for generations, helping us become one of the UK’s most respected wine merchants. But while we’re proud of our heritage, we’re equally focused on the future — continually evolving how we work, developing our people and creating an organisation that’s fit for the years ahead.
Being a responsible business is central to that future. We’re committed to making a positive difference through the choices we make — supporting the people and communities we work with, protecting the future of the wines and products we love, and reducing our impact on the planet.
150 years of heritage. Member-owned. Values-led. And always looking forward.
The Benefits At The Wine Society, we value our people for being passionate, dedicated and always going the extra mile; that’s why we reward a job well done with great benefits and competitive salaries.
Pension Scheme & Life Insurance
Private Health Care
Generous Holiday Package
Income Protection
Subsidised Onsite Canteen
Wine Education and Discount
Health and Wellbeing Support
Qualifications & Training
Our People and Our Culture Our people are at the heart of The Wine Society. We want everyone who works with us to feel welcome, valued and able to be themselves, with the opportunity and support to reach their full potential. We’re committed to creating a fair, inclusive and supportive workplace where everyone has a genuine sense of belonging. Our responsibility extends beyond our own employees to the people in our supply chain, our members and the communities around us. That’s why we have clear commitments around equity and inclusion, health and wellbeing, and promoting responsible enjoyment of wine.
Many people join The Wine Society and go on to build long and rewarding careers with us. We’re passionate about helping our colleagues learn, develop and grow — whether that means progressing their career, developing new skills or building their knowledge and passion for wine. We want to attract great people from all backgrounds and select the best person for every role. Our recruitment decisions are made fairly and objectively, and from the moment someone joins us, we want them to feel welcomed, informed and part of the team — whether they’re building a career with us or joining for a seasonal role.
Our success has been built over generations through great wine, a commitment to our members and, above all, great people. We’re proud of our heritage, excited about our future and committed to making The Wine Society a place where people enjoy coming to work, feel supported and can make a real contribution.
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