Service Excellence Team 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 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.