We are responsible for assisting with the day to day management and performance of the Elite Team ensuring they are delivering excellent service to our members at all times.
The role's remit includes creating and nurturing a working environment & approach conducive to delivering service excellence consistently, and with pride, along with providing growth and development opportunities for the teams.
We are responsible for the teams consistently hitting high KPI targets (most importantly a minimum of 75% in retention) and encouraging brand service and member spends to increase the revenue for the business.

MAIN DUTIES:

- Actively enhancing positive team spirit/attitudes & workplace approach within Member Services team. Deal with any internal office issues amongst the Elite Team and resolve.
- Assisting with day-day support of the Elite Team, ensure all KPI's are met by the Lifestyle Managers – Motivate/engage the team.
- Assisting Head of Retention with complaint handling.
- Work closely with Training Manager to ensure all training modules are up to date.
- Support the team with daily enquiries and trouble shooting.
- Monitoring and recording holiday and Sickness of the team.
- Meeting with the team for regular one-to-one's, conduct performance management up to, and including disciplinary action.
- To assist with performance plans and mentoring, employee development and morale.
- Work closely with PSM on new joiner programme.
- To work closely with PSM on reviews and probations.
- To ensure the team has regular engagement activities are recognised for Birthdays and Workiversaries.
- To circulate weekly LM Capacity.

KNOWLEDGE SOUGHT:
- Strong experience of managing a team including proven development and mentoring of direct reports.
- Work background in any of the following sectors/areas: Personal or Executive Assistant, Customer Service, Guest Relations, Lifestyle and or Account Management, Hospitality management, Hotel management, luxury travel & leisure.
- Experienced handling of senior executives, VIPs, suppliers, clients etc.
- In-depth understanding of requirements involved in the lifestyle management of affluent, high-net worth individuals. Good knowledge of worldwide travel destinations & luxury products/services, given that our Members are based around the globe & request info regarding predominantly travel, leisure & services worldwide.

REQUIREMENTS:
- Excellent written and oral communication. Fluent English is a must.
- Passionate about customer service & delivering service excellence.
- Excellent client empathy.
- Passionate and motivated team leader, mentor and coach with strategic mindset.
- "Can-do" attitude – ready to get involved at all times.
- Fast learner – adapting to new processes in rapid change climate.
- Creative problem solving & top notch organisational skills with attention to detail.
- Confident, with the ability to prioritise, delegate and meet deadlines working under pressure.
- Proactive & reactive simultaneously - know the client base and anticipate their needs, show initiative.
- Ability to remain calm & courteous under pressure, and effective conflict management.
- Self-starter & own manager – work autonomously.
- Good team player – displays compassion towards fellow colleagues.
- Excellent interpersonal & influencing skills with well-honed and developed networking abilities.
- Mature approach, reliable, dedicated and committed with a strong drive, independent.
- Polished appearance.
- Experienced in dealing with confidential information using discretion and sensitivity at all times.

Additional Requirements

• excellent communication
• English language
• client empathy
• team leader
• fast learner
• problem solving skills
• organizational skills
• team player