Our client has been at the forefront of exceptional service for nearly 20 years. Their mission is to be the world's most trusted service platform.
Since 1998 they have combined always-on, personalised, premium, and specialist knowledge - with world class expert-led customer service -and continuous innovation in technology.
Today, our client serves millions of members in 35 countries around the world, working with more than 40 corporate partners, from 20 offices located in the most important wealth centres.
To provide dedicated support to our busy members, helping them get the most from their lives.
To provide solutions to the requests we receive from our members, relating to their homes and lifestyles.
To specialize in an area where you can display expertise and add value to the members requests, whilst growing knowledge within your team and across the company as a whole.
To take every opportunity to explain and influence the member on their long term use of the service To ensure a smooth journey for a members request from the brief to the point of closure when the member has received an expected outcome, in a timely fashion
Take briefs from members on incoming requests
To establish a clear, detailed and thorough brief from a members, ascertaining exactly what the member requires and the timescales involved to meet members expectations and deliver them what they want
To ensure being logged into the phone system in order to take briefs
To allocate the job to the correct page within Ten (where appropriate) in order that the appropriate specialist manages the request
Management of members’ requests
To acknowledge requests and provide a detailed response to the member to meet or exceed their expectations To reply to members within deadline
To liaise with members, suppliers and Ten staff to provide the best possible content as a response to a members request
To always act in the best interest of the member, ensuring their needs are met
To resolve each job in the most resourceful, intelligent way
To investigate opportunities to add value to the request and exceed the members expectations To undertake research for any jobs that do not fit into our existing supplier base
Build relationships and rapport with our members
To ask the member open questions in order to better understand their needs, interests and requirements
To talk to members about other areas of the service (besides the one you work in) in order to encourage full use of the service and repeat business
To gather member feedback from members previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly
To maintain high standards of service and communication with the member throughout the request/member journey
To keep administration and research relating to the members or the members requests up to date in real time on the in house knowledge managers system in a timely manner with 100% accuracy to ensure the members requirements are clearly translated into the right actions to minimise any potential confusion that can be caused by mistakes
To ensure that any requests that could result in commission for ten are capitalised on and accurate invoicing is produced.
To work with the member satisfaction team and MSA in your team in order to continually drive high levels of member satisfaction and service enhancements
To assist in customer care issues where necessary to deliver swift and effective resolution and minimize any negative impact/turn any negative impact into positive.
To bring to the attention of the Team Leader any feedback, problems or issues arising with process of the team that could negatively impact our members, to ensure they are actioned and we continue to improve.
To confidently give member the belief that if you are unable to secure their first option that the LM as the specialist is then offering the next best option
Build relationships and rapport with our suppliers (restaurants)
To work closely with restaurants in order to to book or hold tables for our members without it having a detrimental effect to our relationship with the restaurant
To demonstrate you can confidently negotiate a benefit with a restaurant and be able to obtain a booking when the member cannot themselves.
Knowledge of top 3 restaurants by following cuisine within your specific specialist location: Italian, French, British, Modern European, Asian fusion, Afternoon Tea, Fish, Steakhouse.
Able to recommend on call by location with your specific specialist location
Knowledge of all major upcoming restaurant openings and closing in the area over next 6 months.
To be able to advise member of any cancellation policy when making a booking so member is aware of any charges incurred within cancellation policy
Understand all member benefits and offers available through Ten
Ability to identify most suitable bar / club as per member request
A strong commercial understanding with the ability to negotiate availability and convert bookings – Restaurant specific
A true personal passion and knowledge of industry