Customer Care Operations Manager

Job Title: Customer Care Operations Manager

Location: London

Company: BritBox International

Reporting to: Head of Customer Care

Contract Type: Full Time / Permanent

Job Purpose

BritBox International is looking for a Customer Care Operations Manager to join our team. In this role, you will own the day to day operations of our Business Process Outsourcing (BPO) partner, supporting BritBox subscribers around the world. You will act as the operational lead for all customer care activity within the BPO, ensuring consistent delivery across service, quality, and customer outcomes.

You will be responsible for managing performance against key metrics, overseeing escalations and exception handling, and maintaining strong alignment with our BPO partner. This includes making decisions on complex or high risk customer cases, driving effective de escalation practices, and protecting the BritBox brand in every interaction. You will help ensure our subscribers receive the thoughtful, high quality support they expect when engaging with the best of British entertainment.

You will support the Head of Customer Care by contributing to regular performance reviews, refining reporting, and improving workflows. You will also play a key role in embedding BritBox standards and culture within the BPO environment, ensuring the customer experience consistently reflects our brand and values.

You will partner with the Head of Customer Care on broader planning and governance, while retaining full ownership of day to day BPO operations.

We're especially excited about candidates who bring a passion for British entertainment and a strong appreciation for delivering great customer experiences.

Responsibilities

• Own day to day performance of the BPO vendor against key metrics, including CSAT, SLA, and quality targets
• Act as the primary point of contact for all operational matters, ensuring alignment with BritBox goals and standards
• Oversee customer escalations, exception handling, refunds, and compensation processes, ensuring consistent and fair outcomes
• Handle complex or high risk customer cases, partnering with senior leadership on issues that may impact brand or legal risk
• Support and guide BPO leadership to ensure teams follow escalation protocols and deliver consistent service
• Promote and coach effective de escalation practices to improve customer outcomes and reduce friction
• Lead regular reporting and contribute to weekly, monthly, and quarterly business reviews with internal and external stakeholders
• Oversee outage management and triage processes across teams
• Provide ad hoc reporting and insights to support decision making
• Strengthen vendor relationships through regular engagement, including site visits, performance reviews, and planning sessions
• Help embed BritBox culture and customer experience standards within the BPO environment

Knowledge and Experience

• Experience working in best in class BPO service organisations.
• 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 prioritise 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.

Our Values

Our BritBox Global Values not only represent our culture but also ensure that we have principles that shape everything we do. Defined by our employees, they are not just words on a page, but the foundation of how we work together, every day. Our values have been cascaded into specific behaviours, which are embedded into all of our people processes, including hiring, onboarding, performance evaluation and feedback. We are proud of our values and seek to hire people who resonate with them.

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.