Service Team Manager | Dining
Cape Town, Western Cape, South Africa
2d ago

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Are you...

  • A passionate 'foodie' with superb gastronomic knowledge and a love for high-end customer service?
  • An experienced people manager who enjoys a vibrant and fast-paced environment?
  • Yes? Well then we want to hear from you!

    As the Team Manager for the Dining team, you are an ambassador of Ten Group and are responsible for managing our Dining Lifestyle Managers a team that provides the highest level of service to our high-net worth members.

    Your role involves ensuring that all relevant key performance indicators are achieved, the team feel developed and our members feel perfectly supported.

    You will guarantee our dining requests are being delivered to the highest possible standard whilst ensuring the team are maintaining SLAs.

    Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.

    Will you help take us there?

    Key Responsibilities

    Team Management and Development :

  • Maintain key accountability for team performance, identifying and developing strengths and opportunities for improvements
  • Ensure the team is working to their full potential and work is distributed evenly
  • Engage the team with support for business directives, strategy and changes
  • Actively participate in team meetings and team building activities, providing advice, technical expertise, training and guidance for the team
  • Conduct regular appraisals, coaching and development sessions with the team, ensuring that the team is improving and feels developed
  • Service Q uality :

  • Drive world class customer service focus, with the ability to pass on best practice knowledge to the team
  • Be responsible for responding to escalated queries from members and team members
  • Ensure the team meet and exceed member deadlines and expectations
  • Drive adherence to performance / servicing / quality improvement, reducing the number of escalations and improving member satisfaction within the team through coaching, feedback, recommendations for improvement
  • Maintain a member centric environment in which the team operates and encourage individuals to strive for exceeding member’s expectations for every interaction
  • Understand the needs of members to be able to motivate and assist the team
  • Deliver on member value propositions while providing a seamless member experience when dealing with other departments
  • Ensure that all new membership enquiries are dealt with in a timely and engaging way and that our membership base grows in line with expectations
  • Requirements

  • A passion for food is a must, an understanding restaurants and international cuisines
  • Self-motivated and tenacious, with strong communication skills and high attention to detail
  • High-level customer service experience displaying empathy, patience and listening skills
  • Passionate about delivering customer engagement and satisfaction
  • Excellent time management skills with proven experience in multi-tasking
  • Possess a positive, can-do attitude with the ability to self-motivate
  • Excellent verbal and written communication skills
  • Ability to work within / handle pressure situations and possession of strong resilience skills
  • A clear understanding of aspects that drive customer satisfaction and engagement
  • Ability to manage and develop people
  • Benefits

  • 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.
  • Monthly Treats on Ten (on the tenth of each month!) but employees also get 3 extra days of annual leave in their third year and and a paid 1 month sabbatical every 5 years.
  • We operate a Ten Loyalty Reward program this is a bonus that is awarded once length of service milestones are reached.
  • ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
  • Access to lots of great travel and entertainment discounts
  • There are 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 24+ offices without taking annual leave.
  • Preference will be given to candidates in alignment with the employment equity plan of the organization.

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