Contact Centre Manager

The Member Services Contact Centre Manager is accountable for the day-to-day leadership, performance and efficiency of Member Services, ensuring The Wine Society delivers exceptional service to members in an effective, efficient and commercially responsible way.

This is a hands-on operational leadership role with responsibility for service delivery, workforce planning, forecasting, productivity, quality, resource utilisation and cost management. The role will develop a detailed understanding of member demand, operational performance and resource requirements, using data and insight to ensure the operation is effectively planned, managed and continuously improved.

The role will work closely with leaders and colleagues throughout the department to identify opportunities for improvement, remove inefficiencies and introduce best-practice operational disciplines, while protecting and enhancing the highly personal, knowledgeable and member-centric service for which The Wine Society is recognised.

The role is also responsible for evaluating operational processes, systems and tools, building evidence-based business cases for future investment where these can demonstrably improve service delivery, colleague effectiveness or operational efficiency, and taking ownership of complex member issues and escalations when required.