Member Services Manager

Job Ref: 165197
Sectors: Administrators, Other, Customer Service, Human Resources
Job Type: Permanent
Date Added: 26 June 2019
  • Uxbridge, London, England 1 Harefield Road, Uxbridge, Middlesex UB8 1HB Uxbridge London UB8 1HB
  • £38,000 - £40,000 per Annum
  • Tate
  • 01895 257931

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Member Services Member

This exciting and demanding position has become available working for the worlds leading brand in their respective field. If you are a leader with strong qualities to train and develop a team, inspire and lead from the front with a self motivated persona and have the experience required below we want to hear from you! The position holder is ultimately accountable for delivering the highest standards of service to Members. This is achieved by assuring an outstanding performance by the team where efficiency, optimization, agent utilization, focus on target/ KPI delivery, Quality, effective use of technology and full Member Engagement are key

Manager provides supervisory oversight to ensure the following:

  • Recruiting, hiring, onboarding, training process in place
  • Coaching and Monitoring process together with Recognition Program supports staff morale, motivation and service quality;
  • Opportunities for improvement & optimization are utilized and realized;
  • Team workload is properly scheduled (WFM), monitored and adherence to service targets and SLAs is achieved;
  • Engagement activities related to Member Coaching and Education (Walk In/ Inbound & Outbound interactions) add value by providing guidance and training that supports business growth, Member awareness, Sales & Marketing initiatives, Regional & EMEA goals/ targets;
  • Accurate budget to fulfill key performance indicators is approved;
  • Responsible for reporting, communications and coordination with Snr Mgmt;
  • Responsible for assuring the strategy of Member Services is realized;
  • Acts as Coach and Mentor to direct reports.
  • Take responsibility over technology projects roll outs
  • Interface with top leaders and be seen as the point of contact for members
  • Take ownership of managing internal + external relationships with Logistics Team (Venray, UK Warehouse and UK Couriers)

This role also includes close working partnerships with other key Business Stakeholders to ensure 'bridging' at all levels is 100% achieved to enable effective communication with Members and internally

Organizational Relationships:

Close working partnerships with other key Business Partners to ensure strong interdependencies and alignment to enable effective communication and support for Members and internally

Service and Engagement: Team performance & Reporting of such

  • Ensure delivery of the highest levels of service in all interactions with Members & Customers and across all channels of communication. Align with all values associated with delivery of WOW service. An Attitude to Excellence;
  • Ensure engagement activities related to Member Coaching and Education (Walk In/ Inbound & Outbound interactions) add value by providing guidance and training that supports business growth, Member awareness, Sales & Marketing initiatives, Regional & EMEA goals/ targets

Efficiency and Effectiveness: Team performance & Reporting:

  • All Member queries received via all channels of communication are to be responded timely and accurately in accordance with standards and targets;
  • Team workload, support scheduling and forecasting techniques are to be monitored to enable efficient use of resources

Behaviours: Accountable for overall Team performance and Reporting:

  • Oversee management of team: front line and back line activities to ensure accessibility and performance in accordance with standards and targets;
  • Serve as a coach and mentor for direct reports by being knowledgeable, available, dependable (walk the floor);
  • Manage Team meeting min 2/month;
  • Holds daily performance huddle with Supervisor/ regular report meetings;
  • Ensure: follow up, ownership and complete resolution of all issues, requests and complaints lodged by Members;
  • Takes active part in budgeting process/ oversees hiring process; training and recognition programs/ management reporting

Experience Required:

  • Previous experience in a service industry (experience of working in an International environment preferable);
  • Evidence of an exceptional customer care track record proving levels of focus is key in this arena;
  • The desire and passion to exceed customer expectations and challenge continually to make a positive difference to the team, internal customers and Members;
  • Contact Center management experience (resource management, WFM, Technology

Skillset Required:

  • Proven experience of working with budgets and managing Contact Centre KPIs
  • Strong leadership skills with flexibility to lead with various styles as deemed appropriate to create change and opportunities for development;
  • Excellent interpersonal skills and a strong team player;
  • A fast learner with experience of Change Management;
  • Full command of the English language (Knowledge of other European language would be an advantage
  • Excellent knowledge of MS Office applications;
  • Highly self-motivated with the ability to instill passion and motivation amongst the team;
  • Flexibility and willingness to travel is essential;
  • Strong desire to excel;
  • Well-organized with excellent time management skills

Tate is acting as an Employment Agency in relation to this vacancy.

26/07/2019 13:00:40
GBP 38000.00 38000.00