Member Experience Team Manager, Uk

2 weeks ago

Cape Town, South Africa Ten Group Full time

**Overview**

As a Member Experience Team Manager, you will lead on / play critical role in the management of the Member Experience Team as part of the broader EMEA region.

Your role involves the accountability for the successful running of the MS, VoC and QA functions in your region. You will manage the Member Experience Team, creating an environment where they can thrive and deliver an outstanding service to our members and our internal teams at Ten. You will need to build and foster strong working partnerships with all business areas to ensure consistent resolutions, and improvement in alignment with internal and corporate requirements. You will act as the key point of contact for members with escalated complaints or feedback and you will be the point of escalation and support for both your team, and our management team, be that in an advisory capacity, or engaging directly with members. The priority for this role is to ensure that complaints are handled to Ten’s standards and recorded correctly, that QA is completed and that NPS is recorded and published accurately in EMEA.

You will work closely with Operations, Proposition, Product and Global CX on Service Improvement Initiatives and on increasing Service Quality Standards.

**Who We Are**

Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Coutts, Bank of America, Westpac and Royal Bank of Canada.

As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.

Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.

**Looking ahead, Ten's strategy revolves around four key areas**:

- Deliver a world-class member experience
- Invest in technology
- Expand contracts with new and existing clients
- Establish a foothold in new markets by leveraging its market-leading service proposition

**CORE RESPONSIBILTIES**
- Role model in our Ten 2030 Principles: Put Members First, The Best Idea Always Win, Be Bold and Audacious, Have a Global Mindset, Collaboration Take us Further, Be Accountable, Run Brilliant Meetings, Be Pioneers and Take it to The Moon - plus
- Ten’s Values.

**Service Delivery**
- Own the process for complaint management and feedback logging by ensuring complaints are managed within SLA’s and analysis of our member complaints is shared with Department Heads/Team Managers
- Own responses to escalated member service issues in a timely manner.
- Own and maintain MS initiatives and policies for the EMEA market, for example, MS redress policies and MS standards.
- Own and maintain QA initiatives and policies for the EMEA market, for example, ensuring that the correct amount of QA is performed on a monthly basis.
- Own and maintain VoC initiatives and policies for the EMEA market, for example, ensuring that NPS and Feedback are all logged accurately each month, STARs / A&B etc. is delivered.
- Manage day to day operations of the Member Experience Team in EMEA.
- Contribute to MX Team processes, updates and act as a lead on regional rollouts.
- Work closely with department heads and ensure that they are aligned with the MX and Talent Development team and that training or coaching on improvement trends across the region have been delivered.
- Lead on weekly meetings to discuss team projects, trends, and ideas to improve the service alongside the Head of CX / CX Manager.
- In the absence of a CX Manager, ensure that frequent performance meetings are held with all departments across EMEA to review NPS, member feedback, both positive and negative as well as QA.
- Set, communicate, and deliver on OKRs that contribute to overall business needs, giving the team clear direction on and what they need to achieve to be successful.
- Supervise day-to-day operations in the Member Experience department.
- Work closely with team to benchmark

  • Experienced Telesales Rep Required for Uk Campaign

    5 days ago

    Cape Town, South Africa SalesOutsourced UK Full time

    **Telesales Representative UK (30 hours per week)** Are You a Calling Machine? This role is for the heavy hitters. If you are looking for an opportunity where you are rewarded for your results and want to make a difference in the lives of those you work with, we have an incredible opportunity for you work with businesses in the UK. We are actively...

  • Audit Team Members

    3 days ago

    Cape Town, South Africa NUE Chartered Accountants and Registered Auditors Full time

    Audit and accounting firm in Cape Town seeks experienced individuals to join their audit team. Both completed and partially completed SAICA articles team members are eligible to apply. Qualifications & Skills required: 1.Bachelor’s Degree in Accounting Science 2.CTA (advantageous) 3.Strong Technical Ability 4.Extremely high level of attention to...

  • UK Accountant

    Found in: Talent ZA C2 - 2 weeks ago

    Cape Town, South Africa Exclusively Remote Full time

    UK AccountantFull Time UK  Accounting Firm currently looking to expand our team of experienced, full charge accountants.Typical Functions:Reconcile bank, credit card and merchant account transactionsBill Pay and invoicingAccounts ReceivableAccounts PayableInventoryAmazon / ShopifyMonthly financial closingsBudgeting, projections and financial...

  • Virtual Social Media Marketing Associate

    4 days ago

    Cape Town, South Africa Clarity Resourcing (UK) LLP Full time

    **Clarity Resourcing: Pioneers in Digital Recruitment Across the UK** Clarity Resourcing stands at the forefront of digital recruitment, particularly renowned in the UK. Our expertise has garnered us a portfolio of prestigious clients and our growth trajectory is steep and unwavering. As part of our dynamic expansion, particularly following our recent...

  • International Mental Health/psychiatric Nurse

    7 days ago

    Cape Town, South Africa Seren Healthcare Full time

    **International Mental Health Nurse - UK** Are you an International Mental Health/Psychiatric Nurse looking to work in the UK/Ireland? **We are looking for International Mental Health Nurses who**: - have experience working in a mental health environment - have passed the IELTS or OET exam - have passed the Mental Health CBT exam - are ready to start OSCE...

  • Member Experience Consultant

    5 days ago

    Eastern Cape, South Africa HRInsync Full time

    **Member Experience Consultant** **Company** One of the largest private Medical Aid companies in SA. They have been established for 20 years and are striving to be #1 in SA. **Responsibilities**: - Responsible for retaining members by attending to concerns raised that might result in member resignations - Determine the reasons for resignations by...

  • Client Support

    Found in: Talent ZA C2 - 2 weeks ago

    Cape Town, South Africa Lead Generation Group Full time

    What You'll Do:As a member of our support team, you will be dedicated to ensuring the satisfaction of our clients on a daily basis. Your responsibilities will include addressing client queries, providing guidance to enhance their campaigns, and efficiently handling any concerns or complaints.What We're Seeking:We're in search of individuals who embody the...

  • Elevated Team Manager, Uk Service Delivery

    4 days ago

    Cape Town, South Africa Ten Group Full time

    As an Elevated Team Manager, your team of experts will be assisting some of our most important members at Ten. This group of UHNW members includes top entrepreneurs, leaders in the worlds of business, sport, and entertainment, and ultimately the most valued customers of our corporate clients. You and your team will be expected to grow and retain their...

  • Call Centre Agent

    5 days ago

    Cape Town, South Africa Truworths Full time

    At Truworths, you'll find a dynamic business environment where our staff is constantly challenged to reinvent the way we do business in order to keep us at the forefront of the South African fashion industry. Our Customer Services department requires agents with a real passion for retail and commitment to a high level of customer service, to work in our...

  • Psychiatric/mental Health Nurse

    4 days ago

    Cape Town, South Africa NHS (Remedium) Full time

    We are seeking an experienced Mental Health Nurse to join a supportive and inclusive NHS Trust. This post has been developed in line with the Long Term Workforce’s commitment to improve services and widen access for children and adults needing mental health support. This role has been created as part of an expansion to the Trust’s permanent FTE...

  • Accountant | Snr Finance Analyst

    Found in: Talent ZA C2 - 2 weeks ago

    Cape Town, South Africa CFO Hub UK Full time

    We are seeking a detail-oriented and organised individual to join our team as an accountant and Finance Analyst. The ideal candidate will be a rising star, keen to taken on challenges and gain valuable experience, you will play a crucial role in maintaining accurate financial records, managing day-to-day accounting tasks, and ensuring the overall financial...

  • Senior Accountant

    Found in: Talent ZA C2 - 2 weeks ago

    Cape Town, South Africa Sagen Advisory Full time

    An established and expanding UK/International Cloud-based Accountancy and Consultancy firm is seeking to employ a Senior Accountant. This is a remote position, with an office option in the Northern Suburbs of Cape Town. The firm has offices in Cape Town and London. As a Senior Accountant at this cloud-based accountancy firm, you will play a crucial role in...

  • Advisory / Financial Management Consultant (Accountant)

    Found in: Talent ZA 2A C2 - 2 weeks ago

    Cape Town, South Africa Finovate People Full time

    Our client, a reputable accounting firm in Somerset West is seeking a highly organized and detail-oriented Advisory & Financial Management Consultant (Accountant) for their UK Clients with UK experience to join their team as soon as possible.Non-negotiables:CA(SA) qualificationDemonstrated experience working directly with UK clientsProficient in...

  • Advisory / Financial Management Consultant (Accountant)

    Found in: Talent ZA C2 - 2 weeks ago

    Cape Town, South Africa Finovate Full time

    Our client, a reputable accounting firm in Somerset West is seeking a highly organized and detail-oriented Advisory & Financial Management Consultant (Accountant) for their UK Clients with UK experience to join their team as soon as possible.Non-negotiables:CA(SA) qualificationDemonstrated experience working directly with UK clientsProficient in...

  • Admin Clerk

    Found in: Talent ZA 2A C2 - 2 weeks ago

    Cape Town, South Africa VTL UK Ltd Full time

    VTL UK Limited is one of the fastest-growing oil and gas traders. We are an integrated energy group with a clear vision for the future and the experience and assets necessary to provide oil and gas on a regional and global scale. We discover, produce, store, and deliver energy resources to marketplaces worldwide.Job Description:We are seeking a meticulous...

  • Uk Sales Agents

    5 days ago

    Cape Town, South Africa O'Brien Recruitment Full time

    **Role Duties and Responsibilities**: - **Policy Sales**: - Following up in quote requests, taking inbound calls, and assisting customers to take out policies or add additional coverage to their existing policies. - **Reporting & Administration**: - Ensuring all internal and external processes are followed, allowing for accurate reporting and meeting...

  • Caregiver Position

    Found in: Whatjobs ZA C2 - 2 days ago

    Cape Town, South Africa Msuez-uk Full time

    We are seeking an attentive and trustworthy caregiver to join our staff in providing excellent care to our clients. The caregiver will plan and follow a daily care schedule with clients, modify care plans as prescribed by medical professionals, and report on any new conditions or needs that may arise. To succeed as a caregiver you should be patient,...

  • Telemarketer (Customer Relationships) - Uk

    7 days ago

    Cape Town, South Africa O'Brien Recruitment Full time

    Are you a motivated and passionate individual with a knack for building strong relationships? Look no further! Our client based in the CBD, a renowned wholesaler of diamonds, tanzanite, and jewelry, is expanding its presence to the UK market. They're on the hunt for enthusiastic sales professionals who can help them establish a strong foothold in the UK...

  • Member Liaison

    Found in: Talent ZA 2A C2 - 2 weeks ago

    Cape Town, South Africa The Recruiters Full time

    Our client, based in the Southern Suburbs is currently recruiting for a Member Liaison to join their dynamic team. Hard working group of professionals in the insurance industry looking for a strong peoples person to liaise with members of the insurance group.Requirements:Matric (tertiary qualification advantageous).Minimum 4 years working experience dealing...

  • Legal Counsel

    Found in: beBee S ZA - 3 weeks ago

    Cape Town, South Africa Robert Walters Full time

    A leading legal firm specialising clinical negligence cases in the UK is seeking an experienced and dedicated Legal Counsel to join their dynamic team. The firm is looking for an experienced UK-qualified Solicitor. As a key member of this dynamic team, you will manage a caseload; engage with clients, defendants, courts and third parties; and contribute...