TM of E-mail and instant messaging support

Job Summary:

At Ten, our goal is simple: to become the most trusted service business in the world. We are the global leader in lifestyle management and concierge services, delivering services through our proprietary technology platform and expert lifestyle managers.

As Team Manager of the Email & Instant Messaging Specialist Team, you will lead a high-performing team to efficiently manage incoming emails and instant messages, ensuring timely, accurate, and empathetic service to our global members. You will set strategy and direction for the team, collaborating with Lifestyle Managers and other Team Managers to ensure alignment with business objectives and Ten’s high standards of professionalism, quality, and member focus.

People Management

• Lead and manage a team of up to 15 Email & Instant Messaging Support Specialists.
• Foster continuous professional development and establish personal development plans for team members.
• Coach, mentor, and conduct regular performance reviews and one-to-one sessions.
• Identify high performers and support career growth within Ten.
• Promote a positive, inclusive, and collaborative team culture.
• Collaborate with People Experience on recruitment, performance management, and HR compliance.

Member Experience

• Oversee handling of all incoming emails and instant messages, ensuring professional, timely, and empathetic responses.
• Set and monitor KPIs, including response times, accuracy, and CSAT.
• Conduct mystery shopping and calibration sessions to evaluate service quality.
• Handle escalated member complaints or complex cases.
• Collaborate with internal teams to improve processes and enhance member satisfaction.

Processes & Operations

• Ensure adherence to workflows, SLAs, and quality standards.
• Leverage internal knowledge bases and best practices to drive consistency.
• Identify process improvements and share insights across teams.
• Collaborate with IT, HR, Finance, and other business partners to support operations.

Commercial Objectives

• Set clear team objectives aligned with business strategy and contractual requirements.
• Monitor performance and drive achievement of operational and revenue targets.
• Motivate the team, celebrate achievements, and maintain alignment with company vision.

Personal Development

• Actively participate in Ten’s development programs, including GLP and Team Manager Accelerator.
• Model professionalism, integrity, and Ten’s standards of Member Focused, Trustworthy, and Pioneering.
• Promote work-life balance and employee well-being.

Behavioral Expectations

• Role model Ten’s core values: Member Focused, Trustworthy, and Pioneering.
• Approach work positively, solution-oriented, and collaboratively.
• Foster an inclusive environment that values diverse cultures, philosophies, and experiences.

Education / Experience

• Experience in customer service preferred but not essential.
• Proven ability to manage high-volume customer enquiries with accuracy, empathy, and professionalism.
• Experience driving team performance and achieving KPIs.
• Skilled in CRM systems, Microsoft Office (Excel, Word, PowerPoint), and cross-team collaboration.
• Exceptional written and verbal English communication skills.

Rewards designed around you:

Our people are at the heart of the business and we have a culture of recognition and reward. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development. All our employees also enjoy a range of benefits regardless of where they are based. Not only do we enjoy monthly Treats on Ten (on the tenth of each month!) but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program – this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.
One of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.

Who are we?

Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Coutts, Bank of America, Westpac and Royal Bank of Canada.

As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.

Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.

Looking ahead, Ten's strategy revolves around four key areas:

• Deliver a world-class member experience
• Invest in technology
• Expand contracts with new and existing clients
• Establish a foothold in new markets by leveraging its market-leading service proposition

For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...

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.

Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes. ”