Weekend Servicing Manager

Quintessentially

The aim of this role is to lead OOH 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 & responsibilities to include but not limited to:

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 and
knowledge
sought:
The successful candidate will:
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 and French. Any other language 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;

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