Service Excellence Manager
Ten Lifestyle Group
Cape Town, Western Cape, ZA
2d ago

Description

Our Service Excellence Manager is a crucial independent guardian of service standards within the business, through detailed quality assurance.

Your role will be assessing and understanding the standard of the service. As part of the operations team, you will work alongside our learning and development, member satisfaction and customer experience teams, and our team managers to ensure we are working towards our vision of become the most trusted company in the world delivering personalized services to individuals through consistently improving the quality of service we provide to our members.

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

Act as advocate of Ten SE (Service Excellence) standards and processes (90% of role)

  • Manage and deliver the QA process, scoring and monitoring requests. Consisting of; Selecting calls and requests to be monitored each month, selecting request types and department to focus on based on business need
  • Using our internal quality assurance scoring methodology to assign a score to each request
  • Assess the end-to-end member journey
  • Work with operations leads and learning and development teams to ensure all expectations are understood and communicated to relevant stakeholders
  • Highlight any processes that have a negative impact on our member experience
  • Work with team managers to ensure trends are shared and team managers are coaching their LMs based on QA performed
  • Report to the business on QA trends to drive service improvements

  • Create trend reports based on QA results and ensure they are communicated back to TMs, learning and development, and Ops teams to enable them to drive informed and targeted service improvements.
  • Preparing and providing analytical data and reports to Operation stakeholders, Member Satisfaction and Customer Experience
  • Identify opportunities and work with operational and learning and development teams to drive service improvements

  • Report back to the business on your areas of responsibility and contribute to the ongoing review and documentation of best practice business processes and standards.
  • Contribute to a monthly forum with key stakeholders (could include client services, operational, management, learning and development to identify and understand opportunities to improve (trends) within the business.
  • Assess the success of any changes / improvements made through targeted quality audits.
  • Requirements

  • Communication - your communication style is confident with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with all stakeholders
  • Passion for the member experience and service delivery standards You are an advocate for the member, you can inspire excellence from others
  • Independence - Ability to work independently with minimal supervision, be self-motivated
  • Time Management - Ability to utilize the available time to organize and complete work within given deadlines
  • Multitasker - Ability to juggle multiple priorities simultaneously
  • Accuracy - Ability to perform work accurately and thoroughly
  • Computer Proficiency - excellent computer skills in MS Office, CRM tools, and Internet.
  • 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.

    Preference will be given to candidates in alignment with the employment equity plan of the organization

    Ten works with a small Preferred Suppliers List currently, focused on specialists in each location.

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