The Wine Society
Contact Centre Manager
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Member Services 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.
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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.
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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.
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