Customer Service Ambassador at Ten Group

Who We Are

At Ten our goal is simple, to become the most trusted service business in the world.

• We are already the global market leader for lifestyle management and concierge services, providing services from a 22 strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.
• 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 to continue to improve the lives of millions of members.
• To find out more about working at Ten, hear from some of our people and have a sneak peek at our offices, please watch this short video here.

Key Responsibilities

• Be available to receive inbound telephone calls and emails from members. Identify the purpose of their contact and respond and/or transfer the enquiry to the relevant team as appropriate.
• Identify members with specific and current requests and efficiently transfer them to the appropriate specialist in the right team.
• Engage with members and get to know them so you can better understand their needs, interests and requirements to best handle their enquiry.
• Ensure members are fully aware of the range of services we offer and identify those that are particularly relevant to them.
• Gather feedback from members on their experience of the service and ensure that it is reported appropriately to the correct department.
• Participate in specific strategic campaigns across the business.
• To promote a certain offer/benefit to the member who has been targeted for a specific reason.
• To educate the member on other areas of the service where appropriate so that they maximise their use of the service
• To grow your knowledge of one (or more) specialist areas of our business so that you can display your expertise and add value to the member’s experience.

Requirements
Skills / Qualifications

• At least 1 - 3 years' of relevant work experience
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Passionate about engaging with members
• Administration and planning
• Computer literacy - Word, Excel, PowerPoint, Outlook

Competencies

• Strong planning and organisational skills
• Results orientation
• Member focus
• Adaptability
• Team work
• Initiative and Pro-activity
• Attention to detail/accuracy
• Positive Outlook and Self-Confidence

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 regardless of where they are based. Not only do we offer a remote work option, but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program - this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.