Senior Customer Service Manager
Here at the Guardian, we believe the open exchange of information, ideas and opinions has the power to change the world for the better. Our independent journalism holds power to account across the globe and brings information that's suppressed into the public domain.
We are at a fascinating juncture in our history. Our audience has never been larger; our journalism never more successful; our brand never stronger. Yet the economics of the news business are incredibly volatile with large digital platforms eroding the ad market for quality publishing.
As we re-orientate to focus on reader revenues in this period of unprecedented change, the relationships we build with key partners will be core to our success.
That is where you come in.
We are recruiting a Senior Customer Services Manager to come on board and deliver a first class response to high level, edge case and non-traditional complaints and issues; ongoing development and calibration of contact centre quality processes; leading on incident responses.
In this role, you will represent the Guardian and ensure that our customers get the best possible services from the Guardian, and when they do need service that it is executed brilliantly and done right first time and that we challenge the business to make sure all our processes are effective to reduce friction and demand for service.
To be considered for this role, we're looking for you to experience in a similar role, resolving most sensitive or persistent issues, handling escalated queries beyond what the Execs can handle and covering case load during holiday, etc.
And, of course, you'll have a genuine desire to contribute to the Guardian's future success, and share in our goals and values.
Does this all sound like you? Then we'd love to hear from you!
To apply, please upload your latest CV and a cover letter which outlines why you'd like to take on this role, and why you're a great match for what we're looking for.