At a Glance
- Tasks: Lead quality assurance and improve customer experience through coaching and data analysis.
- Company: Join Ten, a global leader in lifestyle management and concierge services.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on innovation and excellence.
- Why this job: Make a real impact by enhancing service quality for millions of members worldwide.
- Qualifications: Experience in coaching, data analysis, and project management is essential.
The predicted salary is between 40000 - 50000 £ per year.
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 strong global office network with over one thousand employees. 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 innovate and to keep inspiring and to continue to improve the lives of millions of members.
As a Service Excellence Quality Assurance Manager, you will act as an independent guardian of service standards within the business, assessing and understanding the quality of our service delivery to members. You will work alongside the Training, Client Services and the Operations teams to ensure we consistently improve in line with corporate requirements as well as our vision to become the most trusted company in the world delivering personalized services to individuals.
Essential Duties and Responsibilities- Manage Ten North America’s QA (Quality Assurance) standards and processes.
- Identify opportunities and work with the internal stakeholders to drive service improvements.
- Client Facing and Internal Reporting.
- Supporting Operations.
- Adherence to Escalation Processes and Communication to Support Internal CX Team.
- Other duties as reasonably required.
You will be expected to role model the behaviours associated with our values: Member Focused, Trustworthy, and Pioneering. This means you will deliver the highest level of service to our clients and treat all Ten employees you train as your personal clients. You will be resourceful in finding ways to improve training programs and streamline processes for future efforts, promoting efficiency of resources and business practices.
Required skills: Coaching, Data Analysis, Project Management, Quality Assurance, Reporting, Training, Customer Experience.Required languages: English.
Customer Experience Quality Lead employer: Ten Lifestyle Group
At Ten, we pride ourselves on being a leading employer in the lifestyle management sector, offering a dynamic work environment that fosters innovation and personal growth. Our commitment to employee development is reflected in our comprehensive training programmes and collaborative culture, where every team member is empowered to contribute to our mission of delivering exceptional service. Located in a vibrant office setting, we provide competitive benefits and a supportive atmosphere that values trust and excellence, making Ten an ideal place for those seeking a meaningful career in customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Quality Lead
✨Tip Number 1
Get to know the company inside out! Research Ten's values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to customer experience and quality assurance. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your skills effectively.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. And remember, apply through our website for the best chance at landing that dream job!
We think you need these skills to ace Customer Experience Quality Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Quality Lead role. Highlight your relevant experience in quality assurance and coaching, and show us how you align with our mission to deliver top-notch service.
Showcase Your Skills:We want to see your skills in action! Use specific examples from your past experiences that demonstrate your expertise in data analysis, project management, and customer experience. This will help us understand how you can contribute to our team.
Be Authentic:Let your personality shine through in your application. We value authenticity and want to know what makes you tick. Share your passion for service excellence and how you embody our values of being member-focused, trustworthy, and pioneering.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at Ten!
How to prepare for a job interview at Ten Lifestyle Group
✨Know the Company Inside Out
Before your interview, make sure you research Ten thoroughly. Understand their mission to become the most trusted service business and how they deliver their services. This will not only help you answer questions but also show your genuine interest in the role.
✨Showcase Your Coaching Skills
As a Customer Experience Quality Lead, you'll be coaching others. Prepare examples of how you've successfully trained or coached team members in the past. Highlight specific situations where your guidance led to improved performance or service quality.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to improve service quality. Think of real-life scenarios where you've identified issues and implemented solutions. Be ready to discuss the outcomes and what you learned from those experiences.
✨Demonstrate Your Data Analysis Skills
Since the role involves reporting and data analysis, brush up on your analytical skills. Be prepared to discuss how you've used data to drive improvements in customer experience or quality assurance in previous roles. Specific metrics or results will make your case stronger.
