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    Customer Service Manager - London, United Kingdom - Ten Lifestyle Group

    Ten Lifestyle Group
    Ten Lifestyle Group London, United Kingdom

    2 weeks ago

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    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.

    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.

    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. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.

    Establish a foothold in new markets by leveraging its market-leading service proposition

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

    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.

    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.

    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:
    #"How would you rate the overall quality of the colleagues you work closely with?"
    #"Would you recommend the Ten Lifestyle Concierge service to someone who would be a suitable member?"


    As a Service Delivery Manager, you will be expected to role model Ten's Standards and the behaviors associated with our values: You are a mature leader, able to have and hold adult conversations in a level-headed, action and solution-focused way.

    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.

    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.

    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.)
    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.
    Commitment to Diversity
    We appreciate diversity and are dedicated to creating an inclusive work environment for our employees.

    All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance, and business needs.

    "
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