Customer Service Team Manager

Summary

Join Ten Group as a Customer Service Manager and lead a team in delivering exceptional dining experiences for high-net-worth members. You will be responsible for developing and implementing strategies to enhance service excellence, collaborating with various departments, and overseeing the recruitment and training of specialists. The role requires strong leadership, communication, and strategic decision-making skills, along with extensive experience in the dining industry. Ten offers a competitive salary, performance-based bonuses, hybrid or remote work options, paid time off, paid sabbaticals, and various other employee benefits. You will contribute to a dynamic and inclusive team within a growing global luxury concierge service.

Requirements

• Have an ever active and expert knowledge within the UK dining scene, and a good understanding in other European metropolitan cities
• Role model Ten’s Standards and the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering
• Approach your work every day with a positive, solution-oriented, and supportive attitude, and setting ambitious standards both for yourself and your team
• Set high expectations for expertise in your specialist area and are the outright connector between our Dining Proposition and our Lifestyle Managers, in the pursuit of reaching and surpassing those expectations
• Be a mature leader, able to have and hold conversations in a level-headed, action and solution-focused way
• Seek, find, and resolve roadblocks, issues, and challenges
• Many years of successful and relevant experience
• Cross-Functional Leadership: ability to excel in leading Dining Lifestyle Managers that span multiple teams, locations, and cultures, while ensuring alignment with Ten’s global aims
• Collaborative Management: proficiency in collaborating with various stakeholders, including Service Delivery Managers and various stakeholders around the world, fostering a culture of cooperation and shared accountability
• Strategic Decision-Making: ability to make strategic decisions amidst competing demands, balancing the objectives of customer service excellence with project goals and Specialist demands
• Effective Communication: strong communication skills to liaise between different departments, conveying objectives, priorities, and ensuring clarity in RACI
• Adaptability and Resilience: flexibility to adapt to changing priorities, resolve conflicts, and maintain equilibrium in situations where reporting structures may not align straightforwardly

Responsibilities

• Creating and constantly developing a business partnership model between Service Delivery, Proposition, Talent and Development, Resource Planning and Technical teams
• Contribute to the improvement of our service, making it reportedly faster, more seamless, and more expert
• Provide dynamic and inspirational leadership, driving a high performing, enabling and expert culture that supports our people, making them reportedly happier, more collaborative, and more effective
• Create, draft, implement, and execute Specialist Delivery policies and procedures, in collaboration with relevant stakeholders, for new and existing team members, to facilitate an expert service
• Create, draft, implement, and execute Specialist Quality Assurance policies and procedures, for new and existing team members, to address trends and facilitate a quality Service Delivery
• 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
• To bring to the attention of the relevant person any feedback, problems or issues arising with process of the team that could negatively impact our members, to ensure they are actioned, and we continue to improve
• Ensure that our people use the right partner for the right member, at the right time and are using the right systems and processes at the right time. Where this is not happening, plan and deliver appropriate training or coaching and hold our people to account by relentlessly following up
• Setting key targets for Dining Specialist Lifestyle Managers
• Being a subject matter expert, and the final point of escalation for all Specialist escalations. This includes to assist with customer care issues, delivering swift and effective resolution and minimising any negative impact/turn any negative impact into positive
• Seek, find, and resolve roadblocks, issues, and challenges in people, product, or processes
• Oversee the recruitment of specialists and expert-level hiring
• Creating, launching and delivering a then ongoing “Path to Expert” programme, to ensure that all our people know what Expert is and how to get there
• Efficient change management in a matrix management environment, collaborating with various stakeholders, including Specialist Delivery Managers, fostering a culture of cooperation and shared responsibility
• Contribute to a culture of continuous improvement, effectively anticipating and responding to change and promoting a collaborative culture and sharing knowledge
• Translate future strategic plans into tangible and measurable policies and projects that add value whilst providing clear direction and credibly communicating the future vision
• Ensuring effective management of all relevant Specialist work, including task management, new opening and general booking duties, via the Workflow Manager or Marketing team
• Effective delegation of duties and responsibilities to appropriate team members, nurturing and developing them whilst maintaining standards of delivery, uptake, and operations

Benefits

• A competitive salary depending on experience, plus a performance-based bonus
• Hybrid working. You can combine working from home and working from the office. If you don’t live near our office then we are open to fully remote working options too
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten
• 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 - possibilities to Travel and Work anywhere in the world!
• Employee Discounts. 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
• Genuine career opportunities within a dynamic and international company