At a Glance
- Tasks: Lead customer excellence initiatives and enhance AI-augmented support strategies.
- Company: Join MPB, the largest platform for used photo and video equipment.
- Benefits: Enjoy 25 days leave, private healthcare, and a buzzing social calendar.
- Other info: Inclusive culture with opportunities for personal and professional growth.
- Why this job: Shape the future of customer experience in a dynamic, global environment.
- Qualifications: Experience in customer operations and strong analytical skills required.
The predicted salary is between 47250 - 57750 £ per year.
Department: Customer Experience
Based in: Brighton HQ
Working arrangement: Full time, permanent — hybrid, with periodic travel to our US and Germany offices
About MPB:
MPB is the world's largest platform for used photo and video kit. We make it simple to buy, sell and trade cameras, lenses and accessories — sustainably and with full confidence. We're a team across the UK, US and Europe, united by a genuine love of image-making, and we're building the next phase of what customer experience looks like as AI changes what 'good support' means.
The role:
You'll own the engine room of customer excellence at MPB — translating our AI-augmented CX strategy into outcomes our customers actually feel. As AI takes on the routine, you'll make sure human performance in the complex, high-value moments is sharper, more consistent and genuinely delightful. That means building a single global performance framework that tracks what matters — FCR, SLA, CSAT, commercial impact — and turning it into action our frontline teams can use, not just numbers in a deck.
You'll lead global workforce planning, translating shifting customer demand and AI deflection into clear resourcing decisions across regions, so we always have the right people, in the right markets, at the right time. You'll also take on policy and process — redesigning how support decisions get made so they're fast, fair, and ready to be automated where it makes sense, working closely with Operations, Pricing, Finance and Legal.
You'll define what 'AI-ready' looks like for our advisors — the judgement, commercial awareness and tool fluency they'll need — and partner with training and leadership to build it. And you'll be a central point of insight, connecting performance, policy and capability data to spot the next improvement before anyone asks for it. This is a role for someone who's as comfortable in the detail of a workforce model as they are influencing how policy gets written — and who wants to help shape what excellent, AI-augmented customer experience actually looks like in practice.
What we're looking for:
- Experience in customer operations, performance management or workforce planning roles
- Strong analytical capability — you translate data into clear action, not just reports
- Understanding of contact centre or support environments, ideally across global markets
- Strong stakeholder management across regions and functions
- Structured, detail-oriented and execution-focused approach
- Comfortable owning ambiguity and connecting strategy to day-to-day delivery
Nice to have:
- Experience working alongside AI-enabled tools or automation in a support context
- Exposure to managing third-party outsourced/BPO partners
- Experience designing or redesigning customer-facing policy or process
- Background working across UK, US and EU markets
About MPB:
We are MPB, the largest global platform for used photography and videography equipment. Our platform transforms the way that people buy, sell and trade in photo and video kit. MPB is a destination for everyone, whether you’ve just discovered your passion for visual storytelling or you’re already a pro. We recognise the benefit of inclusive practices to better build a diverse community here at MPB. Our commitment to ensuring inclusion fuels and connects us as one with the diverse community of visual storytellers that we serve. MPB customers come from all walks of life, and so do we. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of family makeup, race, sexuality, religion, gender identity, disability or age. At MPB, every employee has the opportunity to make an impact and grow.
Benefits:
- 25 days annual leave + bank holidays
- 1 wellbeing day off per year
- 5% employer contributory pension scheme
- Private healthcare
- Access to EAP with a range of employee discounts
- Buzzing social calendar
- Dog friendly workplace
- Bespoke Learning Management System - the MPB 'Learning Lab' with access thousands of free courses to upskill in any areas you'd like; whether personally or professionally
- 2 volunteer days per year for charity which aligns with MPB values, and of your choosing
Customer Excellence Manager in Brighton employer: MPB
MPB is an exceptional employer that fosters a dynamic and inclusive work environment in the vibrant city of Brighton. With a strong commitment to employee growth, MPB provides ample opportunities for professional development and encourages innovative thinking, particularly in the realm of digital workplace technology and AI integration. Joining MPB means being part of a forward-thinking team that values collaboration and empowers its employees to drive meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Excellence Manager in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MPB. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MPB before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Excellence Manager in Brighton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MPB:Your cover letter is your chance to shine! Tell us why you want to work at MPB specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MPB!
How to prepare for a job interview at MPB
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
