Escalation Manager

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 Member Success Manager, you will lead on / play a critical role in representing the member in the business and will always champion the best outcome for the member. This will result in member loyalty through effective complaint resolution in the broader NAM region.  

Your role involves successfully resolving complaints and escalated complaints as per business requirements and provides the region and operations with support on all aspects of complaint resolution. Through the effective management of key tools and functions in the MX Team, the MS Manager will facilitate clear communication and ongoing support to the business through coaching on open complaints, ensuring member focused resolutions are being delivered. This will result in an increase in member loyalty through effective complaint resolution within the NAM region. 

You will work closely with Operations, Proposition, Product and Global CX on turning dissatisfied members into loyal advocates of the concierge service.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:   

The information below is representative of the work performed in this position; however, it is not all-inclusive. Duties and responsibilities are subject to change based on business needs.   

Role model in our Ten 2030 Principles: Put Members First, The Best Idea Always Win, Be Bold and Audacious, have a Global Mindset, Collaboration Take us Further, Be Accountable, Run Brilliant Meetings, Be Pioneers and Take it to The Moon - plus- Ten’s Values. 

Service Delivery  

• Actively and openly receives new complaints raised by both the client and our members.   

• Ownership and successfully resolved complaints and escalated complaints as per Ten and Corporate Service Level Agreements (SLAs) 

• Complete understanding and knowledge of corporate client SLAs and service deliverables. 

• Is responsible for accurately recording all complaints owned before the third working day of the following month.  

• Learns from member complaints and uses this to enhance our service delivery. 

• Propose enhancements to complaint handling processes and efficiencies. 

• Is available on phone line and email to receives urgent complaints and escalation raised by our members. 

• Manages and plays an integral part is resolving corporate complaints raised through Client Services and Key contacts. 

• Monitors and supports on feedback being managed outside of the CX team.  

• Provides consistent and appropriate advice and coaching on feedback resolutions to Lifestyle Managers and Team Managers.  

• Ensures fair and member focused outcomes are reached for all complaints and that they are only closed when appropriately resolved.  

• Drives a member focused culture through all communication.  

• Assist and knowledge of wider CX team roles and responsibilities, including feedback inbox management etc. 

• Participates and delivers on Member Success training and coaching where required to Lifestyle Manager and Team Managers. 

• Provide clear and detailed reporting to both internal stakeholders and corporate clients, where required. 

Client Services    

• Serve as point of contact for client services for assistance on troubleshooting and work closely with the Department Head to support on improvement work related to our service. 

• Interact with NAM based corporate clients.   

• Support a point of escalation for client related complaints or feedback. 

• Attend client meetings to represent Member Experience when required. 

BEHAVIORAL EXPECTATIONS:  

As Member Success Manager you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented, and supportive attitude.  

• Be curious, rigorous, and optimistic when approaching all tasks and challenges.  

•  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. 

A minimum of a high school diploma or equivalent. Further education in a relevant field is a bonus. Record of success in MS process management. Knowledge and expertise in complaint resolution, particularly in the entertainment / travel industry is a plus.  

KNOWLEDGE, SKILLS & ABILITIES: 

• Your communication style is confident and persuasive with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with clients, management, and business partners.  

• Passion for the member, client, and service delivery standards – You are an advocate for the client/member, you can demand excellence from others. 

• Tactful – Ability to show consideration for and maintain good relations with others.   

• Discretion – Ability to handle sensitive and confidential company matters.  

• Common Sense – Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.    

• Responsible – Ability to be held accountable or answerable for one’s conduct.  

• Independence – Ability to work independently with minimal supervision, be self-motivated.  

• Detail Oriented – Ability to pay attention to the minute details of a project or task.  

• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.  

• Project Management – Ability to organize and direct a project to completion.  

• Prioritizing – Able to prioritize a multitude of assigned tasks and complete each in order of importance.  

• Accuracy – Ability to perform work accurately and thoroughly.  

• Computer Proficiency, including Microsoft Word and Excel.  

• Usage of MS Excel data analysis functions such as pivot tables and lookup formulas  

• Preparation of visually – pleasing graphs and data points using MS PowerPoint  

• Ability to quickly learn new IT systems – CRM tool, call listening system, etc.  

• Business Acumen – Ability to grasp and understand business concepts and issues. 

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance