Team Manager - Concierge Services - Ten Group

About us

Ten Lifestyle Group is a leading, technology-enabled lifestyle and travel platform, providing trusted concierge services to its members 24 hours a day, 365 days a year.

Our goal is simple: to become the most trusted service business in the world. We are the global market leader for travel and lifestyle management services, providing services from a strong global office network with over one thousand employees.  

We use our expertise, technology, and scale to get our members direct access to the best travel, entertainment, dining and luxury retail services.

Ten is growing quickly and has ambitious plans to innovate, keep inspiring and to continue to improve the lives of millions of members. Will you help take us there? 

About the role

We are looking for a Team Manager to manage a team of 5-17 “Lifestyle Managers” (concierges) who are specialists at delivering solutions to members’ requests. 

Responsibilities:  

Service Delivery 

• To manage resource plans and rotas for your team, to be agreed well in advance. Each to be implemented and maintained accurately for the team to handle member’s requests effectively and avoid any gaps in coverage. 

• To take responsibility for providing sufficient coverage for the wider business and not just your own team needs. Ensure sufficient coverage on weekends, evenings, and bank holidays to always maintain 100% service delivery. 

• Work closely with IT and Finance to ensure that Lifestyle Managers (Concierges) always receive prompt and effective support for PCs, telephone system, and the knowledge management system. Take personal responsibility for ensuring problems are resolved and 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 in a timely manner. The team should know, at the start of the month, how and what they need to perform to. 

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

Development and Performance Management 

• To manage the performance of your team of Lifestyle Managers so that they meet and aim to exceed job and supplier revenue targets and always deliver superb member satisfaction.

• To regularly review requests managed by Lifestyle Managers, listen to calls and read communication, to assess Member Satisfaction within your team. 

• Work closely with the Service Improvement Team to benchmark results and service levels, using the QA results to coach Lifestyle Managers through prompt and regular feedback, seeking opportunities to improve performance.  

• To conduct monthly 121s, and performance reviews every 4 months for the team, identifying improvement areas and offering coaching to maximize performance.  

• To identify and develop high calibre performers so that they progress within Ten. To work with your line manager as to ensure Lifestyle Managers progress through the formal development programs, ensuring staff retention and effective succession planning. 

• To ensure that all team members are aware and understand all relevant HR policies while encouraging adherence. 

• To oversee pre-employment screening for new starters (by working closely with HR) to ensure this is completed within the individuals’ probation period.   

Supervisory Responsibilities

• Understand and perform the daily, weekly, monthly, and quarterly Team Manager duties independently, on time, and without direction. 

• Manage the time, attendance, and performance of your team to include response times, targets, and quality of work. 

• At all times, maintain a working knowledge of all programs your team support and duties your team perform. 

• Maintain a sense of urgency surrounding active support of team members and team buy-in. 

Requirements

• Bachelor's degree or an equivalent combination of education and experience. 

• Sales professional with extensive experience and outstanding achievements in sales with a tour operator, travel agent or concierge travel business putting together flight inclusive travel itineraries. 

• A proven track record for impeccable time management and organizational skills. 

• Experience in handling customer escalations through to resolutions.

• First-hand experience with creating tailor made luxury packages for high-net-worth clients from start to finish. 

• Fluent English, both written and spoken

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Why join us?

·        We are the global market leader

·        We are entrepreneurs

·        We invest in technology

·        We invest in people

·        And most importantly, we are fun and we have fun!

Learn more about Life at Ten here.

Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.