Customer Service Manager

Location

London | United Kingdom

Job description

Overview

Our Service Delivery Managers are passionate people leaders, focussed on enabling peak performance in their people and team. They work with key partners in Specialist Delivery and Resource Planning to ensure that Ten has the right plans in place to deliver an ever-improving service that is Fast, Seamless and Expert, and supports our members to truly Live Life x Ten.

They lead and develop training strategies focused on enhancing techniques, knowledge, customer engagement, and service excellence within their team. 

They will assist their people, mostly in London and Cape Town, by helping to improve their EQ and coaching skills, ensure internal processes are robust and followed, and provide management of the day to day.

Who we’re looking for

An experienced, dynamic and reliable individual that is looking to grow their experience within the business and take on line management responsibility. Most importantly you’ll be passionate about people, and helping them to perform to the best of their ability.

Who We Are

Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Coutts, Bank of America, Westpac and Royal Bank of Canada.

As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.

Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.

Looking ahead, Ten's strategy revolves around four key areas:

• Deliver a world-class member experience
• Invest in technology
• Expand contracts with new and existing clients
• Establish a foothold in new markets by leveraging its market-leading service proposition

For more information, please watch Ten's Growth Engine Video

Key Responsibilities

The information below is representative of the work performed in this position; however, it is not all-inclusive. Duties and responsibilities are subject to change based on business needs. 

• Support the improvement of our service, making it reportedly faster, more seamless, and more expert. 
• Cultivate a high performing, enabling culture that supports our people, making them reportedly happier, more collaborative, and more effective. 
• Contribute to, implement, and execute Service Delivery policies and procedures, for new and existing team members, to facilitate an effective and efficient Service Delivery.
• Contribute to, implement, and execute Quality Assurance policies and procedures, for new and existing team members, to facilitate a quality Service Delivery.
• Seek, find, and resolve roadblocks, issues, and challenges in people, product, or processes. 
• Contribute to recruitment. 
• Support a culture of continuous improvement within Service Delivery, responding to change and promoting a collaborative culture and sharing knowledge. 

• Plan and conduct regular and effective communications and meetings, to ensure all relevant Service Delivery stakeholders are up to date with all processes, procedures, and agreements regarding our products. 

Key Measure of Success

The information below is representative of the work performed in this position; however, it is not all-inclusive. Duties and responsibilities are subject to change based on business needs. 

• Performance of all line reports. 
• Quality Assurance Score. 
• Net Promotor Score. 
• Employee Net Promotor Score 

Employee survey feedback/ results, for example with the following questions: 

1. “How would you rate the overall quality of the colleagues you work closely with?” 
2. "How much do you agree that Ten is an organisation with high standards for how we work with each other and with members?” 
3. “Do you feel your colleagues and manager inspire you to do your very best work?” 
4. “Would you recommend the Ten Lifestyle Concierge service to someone who would be a suitable member?” 

Requirements

Knowledge, Skills & Abilities

As a Service Delivery Manager, you will be expected to role model Ten’s Standards and the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented, and supportive attitude, and setting ambitious standards both for yourself and your team. You will set the tone for your people and enable them to follow your example. You are a mature leader, able to have and hold adult conversations in a level-headed, action and solution-focused way. You should seek, find, and resolve roadblocks, issues, and challenges. 

Along with relevant experience, the Service Delivery Manager is expected to be skilled within the following areas: 

• Leadership: ability to excel in leading Lifestyle Managers that span multiple specialist backgrounds, locations, and cultures, while ensuring alignment with Ten’s global aims. 
• Collaborative Management: proficiency in collaborating with various stakeholders, including Specialist Delivery Managers and various stakeholders around the world, fostering a culture of cooperation and shared accountability. 
• Sound Decision-Making: ability to make decisions amidst competing demands, balancing the objectives of customer service excellence with project goals and Specialist demands. 
• Communication: strong communication skills to liaise between different departments, conveying objectives, priorities, and ensuring adherence to RACI. 
• Adaptability and Resilience: flexibility to adapt to changing priorities, resolve conflicts, and maintain equilibrium in situations where reporting structures may not align straightforwardly. 

Benefits

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

All our employees also enjoy a range of benefits:

• A competitive salary will be offered depending on experience
• Offer flexible work arrangements including Hybrid work possibilities
• Annual Leave of 25 days per annum and an additional 3 extra days of annual leave in the third year
• One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)
• Lucrative Ten Loyalty Rewards program
• Remote Working Holidays - Travel and Work for up to 4 weeks per year!
• Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Possibility of growth within a dynamic and international company

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance, and business needs.

“Ten works with a small, preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time.”

Job tags

Salary