Head of Service Delivery

7 days ago

Cape Town, South Africa Ten Group Full time

As Head of Service, you will lead on the execution of Ten Group’s overall service strategy by your teams, supporting members within our UK region. As a key decision-maker, leader, and manager your role involves recommending solutions, policies and practices that enable the region to perform at the highest level to achieve our vision, driving change within the organization, presiding over the departments day-to-day operations, investing its resources, and achieving Ten’s strategic plan.

The role will be accountable for the operational day-to-day running of our 24/7 contact centre teams, including optimising, challenging, and innovating frontline coverage and task management strategy. The service we offer should be seamless and effective, meeting our corporate SLAs and delivering excellent member satisfaction. This will mean ensuring we have a team of people available to respond to all manner of member requests across all of our verticals (travel, lifestyle, entertainment, and dining).

You will be a confident spokesperson for Ten and be able to effectively present to internal key stake holders about the service delivery in the region, to include NPS (Net Promoter Score) results and improvements.

You will manage and assist Team Managers (TM), Junior Lifestyle Managers (SA) and Lifestyle Managers (LM) in meeting targeted performance levels through the development of a motivated and dynamic team.

**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 23 strong global office network with over 950 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.

**Key Responsibilities**:
**Service Delivery**
- Manage the day-to-day fundamentals of service delivery with confidence and ensuring that all SLAs are achieved
- Ensure that there are plans in place for growth in efficiency, member satisfaction and profitability across the teams under your remit
- Develop a strong staff retention culture that ensures we recruit and retain the top talent in the market
- Be a confident spokesperson for your teams and be able to effectively present to key stakeholders
- Own NPS results and improvements for your area
- Provide input into Periodical business and resource forecasting at department/team level
- Ensure operational insights are shared with our Global Workforce Planning team in forecasting and budget processes to ensure staffing requirements are effectively planned

**Management & Support of Team Managers & Workflow Managers**
- See to the personal development of your line reports, ensuring they are working towards performance excellence and their career goals
- Hold your line reports accountable for delivery of responsibilities as outlined in their job descriptions
- Ensure collaboration and teamwork within and across your teams to achieve departmental and regional goals
- Conduct regular calibration sessions to guarantee a high level of service delivery throughout the different teams and to identify respective actions (e.g., training/coaching, process and system improvements.
- Be responsible for the implementation of measures as well as monitoring and reporting of successes/improvement.
- Provide clear direction to the team on the department priorities (e.g., communication of goals, monthly team meetings and weekly huddles).
- Ensure member requests are carried out to best practice standards and monitor this through reviewing the monthly QA and NPS results
- Ensure workforce management best practices are in place to ensure Team Managers have sufficient Rota/staffing coverage within their teams through engagement with the EMEA Lead Planner.
- Manage any disciplinary issues within the team
- Customer Care Issues - Handle escalated customer care issues that arise where appropriate

**Concierge Expertise**
- Develop a clear strategy for developing a motivated and committed member-focused service team that are productive, and member led in their approach to requests and inbound tasks
- Manage bonus rounds including bonus calibration.

**Recruitment & HR**
- To work closely with the regional People Experience team to co-oversee a successful recruitment function for your business area that attracts talent.
- Develop a strong staff retention culture within your area
- Support the Pe

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