The Guardian Work For Us

Join our team at the Guardian and be a part of a diverse and inclusive global organisation that delivers fearless, investigative journalism, and holds power to account. Our team of award-winning journalists, cutting-edge commercial professionals, and industry-leading digital experts are committed to making a difference and represent a wide range of backgrounds and perspectives. We offer a challenging and exciting environment for career development, with a focus on training, growth and fostering an inclusive culture.

We're now looking for a Senior Service Delivery Manager (12 month FTC) to lead our outsourced customer service operations and drive excellence in service delivery.

About the Role

In this role you'll be a key member of the Supporter Experience team within Marketing & Reader Revenues (MRR), you'll be responsible for ensuring that our outsourced customer service partners deliver a high-quality, customer-led service aligned with our brand values and commercial goals. You will be:

• Overseeing customer service channels and meeting KPIs, including answer rates, speed, and resolution quality
• Maintaining quality assurance standards and ensuring data accuracy
• Monitoring contact trends and working with the Escalations team to proactively reduce friction
• Leading and delivering the Customer Experience retention ‘Save' programme and achieving related targets
• Managing service budgets and partnering with vendors to drive efficiencies while maintaining service standards
• Championing customer issues across the organisation and representing partner contribution
• Briefing partners on upcoming campaigns and events, and mitigating potential service impacts
• Collaborating with internal teams (e.g., Development, Product & Engineering, Growth) on customer-impacting changes

About You

• Proven experience managing outsourced customer service teams, including briefing, quality assessment, and reporting
• Strong grasp of service infrastructure across email, chat, and phone channels
• Hands-on experience with Salesforce Service Cloud or equivalent CRM tools
• Proven track record in leading retention or acquisition-focused teams
• Familiarity with data security and quality standards in contact centre environment
• Process improvement skills and an analytical mindsetStrong prioritisation, planning and problem-solving abilities
• A customer-first approach and a proactive attitude

We value and respect all differences (seen and unseen) in all people. We aspire to have 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. We actively encourage applications from people of all backgrounds. Many of our staff work flexibly and we will consider all requests for flexible working arrangements.

How to Apply

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.

We appreciate the time taken to prepare each application we receive. We do not use AI-assisted technology to review applications; every application is reviewed by a member of our recruitment team.

The closing date for applications is 4th June 2025.

All roles at the Guardian are open for everybody to apply. It is important to us that you feel supported and comfortable throughout your recruitment process, in order to perform your best. Please let us know if there are any changes we could make to help your application, including providing documents in accessible formats or personalising the process to better support your needs. Please contact Alice on alice.connor@theguardian.com to discuss further so we can work with you to support you through your application.

Benefits and Policies at the Guardian

You'll have 30 days of annual leave per year (plus bank holidays) with the option to purchase an additional 5 days. Our pension scheme is generous; if you contribute 5% then we will contribute 8–12% (depending on your age). Employees also receive 2 volunteering days annually and can opt into payroll giving and season ticket loans.

You are entitled to private healthcare, life cover, income protection, and eye tests, with the option to add dental insurance.

We offer enhanced maternity, paternity, adoption and shared parental leave, and policies supporting IVF, menopause, baby loss and trans equality.

Culture and Wellbeing

We want everyone to feel like they belong at the Guardian and we champion diversity of thought. Our employee forums provide space for people to shape an inclusive workplace. We are proud to be the first major media organisation to achieve B Corp status.

Our wellbeing tools include a health and wellbeing benefits platform, corporate gym membership, free yoga and pilates, and a cycle to work scheme. Our canteen offers views over Regent's Canal and serves meals throughout the day.

Learning and Development

We support personal and professional growth through a wide range of training and development tools. We also offer support for vocational courses and professional qualifications.