Global Servicing Team Leader

Job Description

INTRODUCTION TO QUINTESSENTIALLY

Expect the best.

Experience Better.

For the world’s most discerning individuals, brands and corporates, Quintessentially is the ultimate destination for comprehensive lifestyle management and brand experiences. It’s the pinnacle of personalisation and the epitome of exclusivity.

Combining an unwavering commitment to redefining excellence with a clientele that demands nothing short of perfection, Quintessentially elevates every aspect of its clients’ lives to unparalleled heights through meticulous attention to detail.

As the world’s leading luxury lifestyle management group, Quintessentially has not only paved the way in this space but continues to shape a new standard for luxury concierge services.

JOB SUMMARY

The aim of this role is to Ensure Quintessentially’s Global Servicing and Corporate teams are delivering exceptional levels of service quality. They are responsible to supervise the team and ensure that all service-related issues are being dealt with as and when they arise.

This is an important role within Quintessentially’s Lifestyle Services operation, ensuring that we deliver exceptional levels of service to our Corporate Members, and Out of hours for Private Members and Partner Offices and other Hubs.

KEY DUTIES

To lead service delivery employees to deliver consistently high-quality services to Corporate Members and Private members, and out of hours to Partner Offices and other Hubs.
To line-manage and develop a team of Lifestyle Managers and to ensure that they are aware of service requirements, including account SLAs, service standards and processes, and are effectively trained
To ensure that all service issues and complaints are recorded and communicated to the Account Manager (for corporate members) and the Global Head of Lifestyle Services
To ensure that service delivery employees are prepared and motivated and meet KPI performance targets
To ensure that member data is completely and accurately recorded at all times and that the business has an up-to-date understanding of member behaviours and preferences
To ensure that performance levels are regularly reviewed with individual service delivery employees and that effective performance improvement plans are adopted to address any shortcomings
To support the division management in the development of key talent by overseeing individual personal development plans, identifying and fulfilling training needs, and preparing in advance for employee succession and future employee needs

HOURS OF WORK

Contractual hours are from 0900 to 1730 Monday to Friday.

However, it may be the case that in order to fulfil the duties of the role, different or additional hours may be necessary.

Requirement to be on call outside working hours in case of service-related emergency .

REQUIREMENTS

Be passionate about travel, culture, and unique global experiences
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 able to make solve problems, prioritize work, meet deadlines, delegate and communicate effectively under pressure
Be passionate about travel, culture, and unique global experiences
Have excellent written & oral communication skills. This position requires fluent English. French is advantageous.
Have a strong knowledge of IT support systems and CRM system usage
Be passionate about travel, culture, and unique global experiences

BENEFITS

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Hybrid working (role dependent)
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Competitive annual leave allowance with a further increase due to long service
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Birthday Allowance – take your birthday off on us!
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Pension Scheme
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Angel Days: Additional paid leave to do charity work
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Long Service Awards
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Life Assurance
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Digital nomad
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Employee Assistance Program
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Study Leave
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Puppy friendly offices
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Qmunity committee – Social events in the office
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Free food & drink in the office
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Season Ticket Loans
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Cycle to work scheme
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Discounts with a variety of retail and hospitality companies

Quintessentially is an equal opportunities employer. We value and respect all differences (seen and unseen) in all people and aspire to deliver inclusive working experiences. Applications are encouraged from individuals regardless of age, disability, sex, gender, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.

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