Customer Service Manager
A great opportunity has arisen for an experienced Customer Service Manager to join us here at BBC Worldwide. The purpose of the role is to monitor business performance and initiate strategies for continuous improvement and to manage the day-to-day operations of the ecommerce function.
BBC Store is a joint strategic initiative from BBC Public Service and Worldwide to make on-going broadcast and archive content available digitally for consumers to buy. BBC Store will be operated by BBC Worldwide.
In this role the successful candidate will be responsible for business performance monitoring and reporting, including internal KPIs and external SLAs. You’ll also be responsible for the P&L and budget control liaison with BBC Store’s Finance partner.
A key area of the role will be to manage the Customer Service operation through an outsourced provider. Monitor daily performance, optimise operations, define internal procedures, and liaise with BBC PS audience services, handle issues and escalations, co-ordinate approaches to service issues.
Relationship and contract management with 3rd party Customer Support Provider and internal 2nd line technical support will an integral part of this role and experience in this will be needed.
Desired Skills and Experience