Quintessentially - Team Manager

The aim of this role is to lead the out of hours teams of Lifestyle Managers within the Corporate and Private Client Services division at Quintessentially's office in London, ensuring highest levels of 24hr service performance and quality and support at weekends for all working Lifestyle Managers. You will work closely with the division's Account and Quality Managers to ensure that corporate clients and private members feel that Quintessentially are delivering exceptional levels of service quality across the territory out of hours. 

This role requires in-depth knowledge and understanding of team management and member relationship management, as well as training and performance management techniques. 

MAIN DUTIES

  • Monitoring attendance
  • Covering last minute sickness/ lateness
  • Rota management
  • Supporting Lifestyle Managers with workloads
  • Daily quality request checks
  • To ensure that all client interactions, requests and complaints are handled in an efficient and timely manner
  • To lead service delivery employees to deliver consistently high-quality services to Quintessentially's corporate account members and Private Members
  • To ensure that all service issues and complaints are recorded and communicated to Head of Corporate Servicing and Head of Private Servicing and the relevant Account Managers and Lifestyle Managers
  • To act as an expert within the business on servicing and to identify and act upon opportunities to improve service quality and our members' experiences
  • Ensure all SLA's are met and any missed SLA's are reported to Account Management
  • Work in line with Quality Auditors to ensure highest service delivery on the weekends
  • Monday reports to Head of Private, Head of Corporate Servicing and Retention Manager
  • Office management and building emergencies
  • To lead service delivery employees to deliver consistently high-quality services to Quintessentially's corporate account members and Private Members

SKILLS & KNOWLEDGE SOUGHT

  • Be passionate about customer service quality
  • Have excellent interpersonal, communications and employee relations skills
  • Have an in-depth knowledge and understanding of team management and member relationship management, as well as employee development and performance management techniques
  • Be an exceptional trainer
  • Be able to make solve problems, prioritise work, meet deadlines, delegate and communicate effectively under pressure
  • Have excellent written & oral communication skills. This position requires fluent English. Russian or French is advantageous
  • Have a strong knowledge of IT support systems and CRM system usage
  • Be passionate about travel, culture, and unique global experiences
  • Possess a positive attitude and able to motivate other team members

HOURS OF WORK
Normal working hours are 8 hour shifts between the hours of 0800 and 1630 Thursday to Monday. However, in order to fulfil the duties of the role, different or additional hours may be necessary. The successful candidate may be required to be on call outside working hours in case of service-related emergency. 
How to apply
Please send your CV to Talent@Quintessentially.com