Job Description

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 Service Excellence Team Manager, you will lead on / play critical role in the management of the Service Excellence Team as part of the broader EU UK region.

Your role involves the accountability for the successful running of the MS and QA functions in your region. You will manage the Service Excellence Team, creating an environment where they can thrive and deliver an outstanding service to our members and our internal teams at Ten. You will need to build and foster strong working partnerships with all business areas to ensure consistent resolutions, and improvement in alignment with internal and corporate requirements. You will act as the key point of contact for members with escalated complaints or feedback and you will be the point of escalation and support for both your team, and our management team, be that in an advisory capacity, or engaging directly with members. The priority for this role is to ensure that complaints are handled to Ten’s standards and recorded correctly, that QA is completed published accurately.

You will work closely with Operations, Proposition, Product, Training and Global CXonService Improvement Initiatives and on increasing Service Quality Standards.

Key Responsibilities

Service Delivery

Customer Experience (CX) Leadership

• Provide senior leadership for Service Excellence across the region, ensuring MS and QA functions operate to Ten’s standards and global expectations.
• Lead, coach, and develop Service Excellence Team Managers, ensuring consistency of approach, capability uplift, and strong succession planning.
• Translate global CX strategy into clear regional execution plans, balancing standardisation with local nuance.
• Act as a key regional contributor to global CX initiatives, pilots, and transformation programmes.
• Lead regional forums to review service trends, risks, insights, and improvement priorities.

Member Success / Complaint Management

• Own the regional complaint management framework, ensuring complaints are handled within SLA and to Ten’s quality standards.
• Act as a senior escalation point for complex, sensitive, or high-risk member issues.
• Ensure complaint trends and root causes are analysed and shared with regional and global stakeholders to prevent recurrence.
• Oversee complaint cost management and financial sign-off processes where applicable.

Quality Assurance

• Accountable for QA strategy and delivery across the region, ensuring the right volume, quality, and consistency of QA activity.
• Ensure QA outputs are effectively used to drive coaching, performance improvement, and capability development.
• Oversee calibration practices and, where required, participate in or lead client-facing calibration and listening sessions.
• Ensure QA data integrity, documentation standards, and compliance with Ten Data requirements.

People Leadership & Development

• Lead and develop team members comprising of QA Managers, and MS Managers.
• Set clear OKRs for teams and individuals, aligned to regional and global CX priorities.
• Conduct regular performance conversations, talent reviews, and development planning.
• Identify and develop high-potential talent for progression into senior regional and global CX roles.
• Foster a culture of accountability, psychological safety, and continuous improvement

Cross‑Functional & Client Engagement

• Act as a senior CX partner to regional Operations, Proposition, Product, and Training leaders.
• Represent Service Excellence in senior client discussions where service performance, complaints, or QA outcomes are reviewed.
• Support governance meetings, audits, and client reviews related to service quality and experience.

Recruitment, Resource Planning & HR

• Partner with People Experience teams to ensure strong hiring, onboarding, and retention of team members where needed
• Own regional CX resource planning to ensure service excellence responsibilities are appropriately staffed.
• Ensure compliance with local employment laws and global HR policies.
• Support performance review cycles, disciplinary processes, and employee relations matters as required.

Requirements

As a Service Excellence Team Manager, you are expected to:

• Role model calm, confident, and values-led leadership
• Be curious, data-driven, and outcome-focused
• Balance challenge with support - holding teams to high standards while enabling success
• Act with integrity, discretion, and strong commercial judgement

Supervisory Responsibilities

• Lead and manage multiple team members
• Indirectly influence and guide broader regional CX populations through SETMs and local leaders

Education / Experience

• Proven leadership experience in Customer Experience, Service Excellence, or Operations
• Strong background in complaint management, QA, and VoC methodologies
• Experience operating in complex, multi-market or global environments
• Travel, hospitality, or service-led industry experience preferred

Knowledge, Skills & Abilities

• Strong strategic thinking with the ability to translate strategy into execution
• Excellent stakeholder management and influencing skills at senior levels
• High level of analytical capability; confident using data to drive decisions
• Strong people leadership, coaching, and change management skills
• Excellent written and verbal communication
• High levels of accountability, resilience, and judgement

Benefits

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. 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.

Rewards designed around you:

• A competitive salary depending on experience
• Flexible work arrangements including Hybrid work possibilities; with up to 60% Home Office.
• Paid time away from work Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program.
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts Access to lots of great travel and entertainment discounts as our clients’ members would!
• We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car).
• ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
• Safe & secure offices in the Foreshore with complimentary off-street parking.

Who Are We

Ten is a leading lifestyle and concierge company helping our clients discover, organise, enjoy and get the most from life. We partner with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients. Established in the UK in 1998 and with over 25 years of experience, Ten operates in over 20 cities worldwide, in over 26 languages, with 65% of our workforce globally distributed and is publicly listed on the London Stock Exchange ('TENG'). We were the first concierge business to be awarded the B Corp certification in the UK in 2023.

Ten’s strategy focuses on four key areas: deliver a world-class member experience, invest in technology, expand contracts with new and existing clients as well as develop our foothold in new markets by leveraging our market-leading service proposition.

At Ten, you’ll be part of a global, dynamic, and inclusive team, with diversity at its core and endless opportunities for growth.

Join us and experience a workplace where you can truly thrive. https://tenlifestylegroup.com/ten-tv/

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.”