Overview
Partnership Operations Manager (Customer Service & Experience)
Elevate Customer Experience Through Operational Excellence. Lead the performance of our outsourced teams, solve problems quickly, and use data to make improvements every day. You’ll work closely with internal teams and our BPO partner to keep service running smoothly, build capability, and help shape the future of our customer experience. You’ll support others in understanding how our operation works and where they can contribute to making things better for customers. This role is a great fit for someone who enjoys fast moving environments and improving how things work.
Team & Reporting
Team: Customer Service & Experience
Reports to: Customer Services Senior Manager
Details
Salary: From £50,000
Location: 🌍 Hybrid role – minimum 1 day in SSO per month + travel to our Cape Town partner site where required
What’s the job?
Putting yourself in the shoes of our Customers. Support oversight of BPO performance; use data to identify issues and contribute to operational improvements that improve our customer experience. The rest of the details, we can talk through at interview!
What We Need
Experience with outsourced Customer Service operations; analytical collaborator who works well in fast paced environments. The rest of the details, we can talk through at interview!
What’s in it for me?
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.
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