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  • Posted: Nov 29, 2021
    Deadline: Not specified
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    Ten is the world’s fastest growing concierge company, providing services to private individuals as well as more than 40 global organisations. Our 500+ experts provide travel and lifestyle concierge and loyalty programmes to more than two million members across the globe from 17 offices in 24 languages. Our members are at the centre of everything we do ...
    Read more about this company

     

    Team Manager UK / Shift Supervisor

    Description

    As the EMEA Shift Supervisor/ Ten24 UK Team Manager you will be responsible for managing 4-6 overnight and weekend shift individuals based in Cape Town alongside another Team manager who oversees the rest of the team. As part of your evening Shift Supervisor responsibilities, you will also be responsible for ensuring all individuals maintain great phone availability and act as an escalation point to all Lifestyle managers as required.

    The Ten24 UK team are the front line team so must be passionate about providing exceptional customer service. The team handles a high volume of calls and need to engage with the member to understand their needs, interests and requirements in order to provide effective instant on call resolution and connect the member with the appropriate department or specialist if appropriate.

    With growth in the team we are looking for a team leader to continue to manage the growth and development of this area of the business. Alongside strong leadership skills, you must have passion for delivering excellent quality service, developing people and team work. In your role you will coach, mentor and motive the team and lead the performance of the team. Your success will also come from excellent communication skills and having a pro-active approach to all that you do.

    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 Ten, please watch this short video here.

    Responsibilities:

    Service Delivery

    • Work with your team to meet service level agreements to ensure we deliver and aim to exceed clients and members expectations.

    • Monitor and manage phone availability closely during evening shifts to ensure all EMEA SLAs are met.

    • To work closely with relevant stakeholders to ensure that Lifestyle Managers receive prompt and effective support at all times for any system or product issues impacting their ability to serve members. Take personal responsibility for ensuring problems are resolved to ensure Lifestyle Managers can work speedily and efficiently

    • To set measures and targets for the team that contribute to the overall business need and ensure these are communicated timely so that the team know at the start of the month how and what they need to perform to.

    • To identify, deliver and implementing changes to working practices and systems that will ensure significant improvement in profitability, member satisfaction, business efficiency or sustainability

    • To manage any lateness, sickness or punctuality issues by individuals following HR guidelines so that any effect to service delivery is minimised.

    • Bringing forward solutions to challenges faced within evenings and weekends.

    Development and Performance Management

    • Closely working with the day Team Managers to ensure that out of hours / overnight LM’s receive as much support and training as those during the standard business hours

    • To manage the performance of your team of Lifestyle Managers so that they meet and aim to exceed job and supplier revenue targets and deliver superb member satisfaction at all times meeting the member satisfaction and quality assessment targets.

    • To regularly review request management by Lifestyle Managers, listening to calls and reading communication, to assess Member Satisfaction within your team. Work closely with the Member Satisfaction Team to benchmark results and service levels and use the QA and NPS results to coach Lifestyle Managers through prompt and regular feedback, seeking opportunities to improve performance.

    • To conduct monthly 121s and performance reviews every 4 month for the team, identifying improvement areas and offering coaching, mentoring in order to maximise performance

    • To follow all HR processes as outlined and seek guidance where clarification needed.

    • To take prompt action where appropriate in relation to any one of the policies.

    Leadership

    • Takes a strong lead in setting clear objectives/target for yourself and your team in order to achieve wider business strategy and goals.

    • To be a beacon of best practice in your leadership style at all times, to create and nurture a culture of success, professionalism, and mutual support within your team.

    • Regularly communicate through 121’s, performance reviews, team meetings/huddles, to ensure your team is kept fully up to date with key decisions, achievement s and requirements affecting the team and the Ten business overall. Check that buy-in and support is achieved through checking individuals understanding of what is expected. To ensure everyone is working towards the same goals.

    General Activities

    • To proactively resolve problems and issues that may arise within the team and communicate headlines with your line manager in order to ensure the appropriate learning’s are shared to avoid a repeat of the same situation

    • To attend and take an active part in daily pulse and Management Meetings. Sharing successes/ concerns with solutions, where possible regarding your team, to understand other teams needs/issues around the business. All in order to ensure a cohesive approach to meeting company targets and goals.

    • To keep your Team Leader peer group and senior management team fully up to date on the performance of your team highlighting any issues affecting it, in order to ensure your team is maximising their performance and the member is receiving the best possible service.

    • Maximise the benefits of working effectively with the wider team such as for training, business development and with other line managers, to share ideas and best practice to avoid a the potential silo effect from working with your own department in mind,. Consider ideas raised to maximise their ability to translate to all teams for the good of the business

    • To maintain accurate and timely logs of sickness and punctuality for the team completing return to work forms, ensuring that HR receive any sick notes

     

    Requirements

    • Extensive knowledge of corporate programs in order to assist and aid by answering any questions a Lifestyle Manager may have in line with company best practices

    • Knowledge of team/region/program specifics. This includes appropriate deadlines, required job sheet documentation, and member contact guidelines

    • Understanding of Ten’s SLAs, required response times, standard deadlines, and proper request milestones in order to assist LMs to appropriately document job sheets and respond to member requests

    • Willingness to help Lifestyle Managers with individual jobs, in addition to their overall workload

    • Upbeat and engaging

    • Calm under pressure

    • Able to build effective relationships across teams and specialisms

    • High fluency in using data to provide quick, effective analysis and forecasting, including use of Microsoft Excel

    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.

    Other benefits that Ten offer, specific to the South Africa office, range between access to ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use, all the way through to various discounts on both travel and entertainment events (the latter is of course available regardless of location). There are also lots of social events throughout the year as well as a break-out room where employees can relax (or, if they wish, play one of the numerous games we provide!) whilst enjoying our latest fruit drop.

    We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car) and, one of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.

    Ten works with a small Preferred Suppliers List currently, focused on specialists in each location. Please note we are not accepting any further agencies onto our PSL at this time.

    Method of Application

    Interested and qualified? Go to Ten Group on apply.workable.com to apply

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