Customer Service Team Manager

We’re seeking a Customer Service Manager to lead and deliver exceptional dining experiences for our members.

Our Customer Service Manager is an industry lead, with the knowledge and passion to motivate and drive performance of lifestyle managers, operational teams, and our platform. You (and in turn the lifestyle management team(s)) should always be up to date with current market trends, what competitors are delivering, what our members are obtaining access to, unique market leading partnerships and eager to develop dining knowledge, based on growth of Ten and corporate clients.

They will work with key partners in Proposition, Training and Development, Resource Planning and Service Delivery to ensure that they create the right training, monitoring and improvement plans to deliver an ever-improving Dining service that noticeably and reportedly elevates dining experiences for our members.

The role holder is ultimately accountable for the how our dining specialist service is delivered and will create, lead and develop multiple tactics and strategies focused on enhancing techniques, product knowledge, customer engagement, and service excellence within the dining specialism.

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.

• 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.

Key Measures 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 line reports.
• Specialist Quality Assurance Score.
• Specialist Customer Experience Score.
• Specialist Net Promotor Score.
• Employee Net Promotor Score.
• Employee survey feedback/results

Expectations in first 45 days:

• Complete general Ten onboarding and induction.
• Meet with stakeholders, including the UK Management team, Head of Dining, Dining Specialists and local Dining Proposition leads.
• Spend time working as a Lifestyle Manager, to get acquainted with our systems etc.
• Understand Ten’s Concierge product and UK Service Delivery model.

Expectations by end of 90 days:

• Document learning, improvement, and development goals, specific to the role, specialist area, and specialist individuals.
• Review, update or (plan to) create standardised documentation for specialist area, ensuring it is clear what is being done, when and by whom – or what is missing or requires review and/or improvement.
• Propose a Specialist Quality Improvement Plan, including monitoring and reporting measures.
• Review, update or create initial outline “Path to Expert” project plan.

Knowledge, Skills & Abilities

As our Specialist Delivery Manager for Dining, you will be expected to have an ever active and expert knowledge within the UK dining scene, and a good understanding in other European metropolitan cities. You will also 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 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. You are a mature leader, able to have and hold conversations in a level-headed, action and solution-focused way. You should seek, find, and resolve roadblocks, issues, and challenges.

Along with many years of successful and relevant experience, the Customer Service Manager is expected to be skilled within the following areas:

• 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.

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also through 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 to support development.

Rewards designed around you:

• 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.

Who We Are
Ten Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video This is what we Do!

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.”