At a Glance
- Tasks: Lead quality assurance initiatives and enhance 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 improving 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. Will you help take us there?
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.
BEHAVIORAL EXPECTATIONS
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 in London 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 encouraged to contribute ideas and drive service excellence. Located in a vibrant city, we provide competitive benefits and a supportive atmosphere that empowers our employees to thrive both professionally and personally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Quality Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you stand out as someone who truly gets what they're about.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. The more comfortable you are speaking about your experience and skills, the better you'll perform when it counts.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Customer Experience Quality Lead in London
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 values of being member-focused, trustworthy, and pioneering.
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 mission.
Be Clear and Concise:When writing your application, keep it clear and to the point. Avoid jargon and make sure your key points stand out. We appreciate straightforward communication, so let’s keep it simple!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
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 leverage technology in lifestyle management. This will help you align your answers with their values and demonstrate your genuine interest.
✨Showcase Your Coaching Skills
As a Customer Experience Quality Lead, you'll be expected to coach others. Prepare examples of how you've successfully trained or mentored team members in the past. Highlight specific techniques you used to improve service quality and how you measured success.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-life situations. Think of scenarios where you identified service improvement opportunities or dealt with client feedback. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Data-Driven Decision Making
Since the role involves data analysis and reporting, be ready to discuss how you've used data to drive improvements in customer experience. Bring examples of reports you've created or insights you've derived from data that led to actionable changes in service delivery.
