Senior Partner Services Manager

<p>Guardian Media Group (GMG) is a leading global media organisation, the publisher of the Guardian, which celebrates its 200th anniversary in 2021, the Observer and theguardian.com, which attracts over 200 million global unique browsers each month. We are renowned for our ground-breaking independent journalism and our award-winning digital products.</p>
<p>We are now looking for a&nbsp;<strong>Senior Partner Services Manager</strong>&nbsp;to&nbsp;lead our outsource partners to deliver a brilliant service experience for our customers.</p>
<p><strong>About The Role</strong></p>
<ul>
<li>Ensure service delivery channel targets are met ; including answer rates and speed of answer</li>
<li>Oversea a programme of continuous improvement in resolution rates and quality of service measure</li>
<li>Set delivery budgets and forecasts with the Head of CX and contact centre partners</li>
</ul>
<p><strong>About You</strong></p>
<ul>
<li>Minimum of 3 years’ experience in outsourcing of Customer Service functions either from service provider or customer side</li>
<li>Solid understanding of service channel infrastructure; email, chat &amp; phone</li>
<li>Experience of using Salesforce service cloud or a similar CRM system</li>
<li>Business minded, analytical and alert to customer needs</li>
</ul>
<p>You can see the full job description&nbsp;<a href="https://gnm.learn.taleo.net/files/word/Senior_Partner_Services_Manager___Job_Description.doc" rel="no-follow">here</a>.</p>
<p><u><strong>How to apply</strong></u></p>
<p>To apply, please upload your latest CV and a cover letter which outlines why you’d love to take on this role, and why you’re a great match for what we’re looking for.</p>
<p>The closing date for applications is&nbsp;<strong>Tuesday, 5th October</strong>.</p>
<p><strong>About Us</strong></p>
<p>The Guardian offers a competitive benefits package including a generous pension, healthcare, dental insurance options, cycle to work scheme and 2 paid volunteering days per year.&nbsp;</p>
<p>We have a strong commitment to &nbsp;your learning, &nbsp;development and wellbeing, with hundreds of different courses available - ranging from bite-sized e-learning courses, to on-site workshops and professional certifications.</p>
<p>It’s the talent, energy and commitment our people bring to our business that make us who we are. Across our business we have some of the brightest and best people in media and beyond: award winning journalists, cutting edge commercial teams, industry leading digital talent and much, much more.&nbsp;</p>
<p>We are a vibrant and diverse community with many events &nbsp;groups and forums to get involved in. Our Kings Place offices overlook Regents Canal, with the newly-developed Coal Drops Yard, Granary Square and St Pancras Square shops, restaurants and pop-ups.&nbsp;</p>
<p><strong>We value and respect all differences (seen and unseen) in all people at the Guardian. We aspire to inclusive working experiences and an environment that reflects the audience we serve, where our people have equal access to career development opportunities, their voices are heard and can contribute to our future. The Guardian actively encourages applications from BAME candidates.</strong></p>
<p><strong>At The Guardian, many of our staff work flexibly and we will consider all requests for flexible working arrangements.</strong></p>