Customer Service Manager

Based at our offices in Burton on Trent, with the opportunity for hybrid working, we have a fantastic opportunity for a Member Services Manager (Customers are Members to us) to join the Rewards4 team. Reporting into our Head of Operations, you will have the exciting role of leading and managing the day-to-day Member Services function with the focus being on delivering a fantastic member experience.

Taking ownership of the Department, you will have a solid background in customer service management (through digital channels), a strong customer focused approach, and bounds of experience in leading, motivating and supporting Customer Service teams.

You will be someone who takes pride in being hands on in aiding your team, and in bringing all of this together, you will possess a strong operational skill set. To be successful in this role, you need to have experience in equipping your department with all things process and procedure related to aid the delivery of a high performing team.

Technical

• To lead and oversee all aspects of the daily operations of the Member Service Department.


• Lead and manage a small team of Member Service personnel, co-ordinating workload, coaching, developing, and engaging the team to offer the best service to our members.


• To lead by example and be hands on; providing outstanding member support across our sporting programmes via all customer contact channels; email, ticketing system, Trustpilot and other touchpoints.


• Act as point of escalation for complex member / partner queries, ensuring that issues are resolved quickly and efficiently. This will include liaising with some of our partners as first point of escalation in resolving members issues as and when required.


• Take lead, engage, and nurture our partner customer service contacts to ensure that our members continually receive effective and timely resolution to queries.


• Implement and drive forward a bank of standard operating procedures (SOP's), customer service protocols and detailed programme processes which aid compliance, standard ways of working and efficiencies within the Member Service team. Review existing processes as deemed necessary.


• Evaluate existing and lead on new SLAs for member queries.


• Ensure that good housekeeping remains in place both on our customer service system, Zendesk and throughout the department.


• Take lead on regularly reviewing and scanning our customer service platform / technology ensuring that GDPR regulations are adhered to, system risk is assessed and that our systems, are fit for growth.


• To review, make recommendations and be a key driver on technological advances, infrastructure and system development, to ensure that our members continue to have a first class and seamless experience with Rewards4.


• To review current member touchpoints and make recommendations on new communication channels.


Business

• Work with the Head of Operations on the development and implementation of meaningful and business aligned Member Service key performance metrics (KPI's), alongside setting your team's objectives.


• Develop and drive forwards the delivery of monthly MI reports, reporting KPI's and interpreting and investigating Member Service query patterns, drawing up solutions with relevant internal stakeholders, such as our CRM and partnership teams.


• To work with the Head of Operations to ensure that all aspects of the Member Service journey is efficient and optimised, and in which enables the department to successfully scale in line with business growth.


People and Leadership

• To lead, manage and ensure accountability, and optimal performance of the Member Service team.


• To act as a role model, support, coach and inspire the Member Service team, relaying best practice and ensuring that regular training and development takes place; driving one to ones and their development (PDP's).


• Work closely with internal stakeholders to leverage our member service and experience, understand new campaigns, functionality and integrations and feedback on trends / make recommendations on how to further enhance the member experience.
  
  Proven experience of successfully managing and leading Customer Service Departments.


• 3+ years' experience of leading teams, adopting a coaching, engaging, and motivating management style.


• Strong communication skills with the ability to articulate well both verbally and in written form both externally and with internal stakeholders.


• Have an excellent eye for detail.


• Confident in taking ownership of member complaints, problem solving, diffusing conflict, and driving satisfactory outcomes.


• Proven experience of creating and implementing customer services policies, process and SOP's.


• A strong operational mindset, with the ability to think commercially.


• Experienced in the implementation and delivery of MI reporting and KPI's that are aligned to business objectives.


• Numerate with strong analytical and problem-solving ability.


• Proven experience of embedding / enhancing new customer service management systems. Experience in the use of Zendesk is desirable, but not essential.


• The ability to lead and imbed various customer touchpoints and communication channels.


• Excellent interpersonal skills.


• The ability to multi-task, question the status quo, is pro-active and result orientated.


• A self-directed learner, staying updated on technical developments in the customer services field., Level 3 Diploma in Customer Service / Customer Services related qualification - highly desirable.
  
  Rewards4 are the largest operator of sports-based loyalty and rewards programmes in the UK and Ireland.


Our business is trusted by over 60+ sports clubs, racecourses and sports organisations and with over two million passionate sports fans saving over £55 million on tickets and merchandise, we are growing at pace., At Rewards4, we pride ourselves in ensuring that we offer an environment that is inclusive and collaborative; where you can stretch yourself personally and develop yourself professionally. We value a diverse team and believe that a variety of experiences and backgrounds only make us stronger.


• Our approach is hybrid - standard working is three days office-bound, two days remote (following a training period).


• 25 days annual leave + 8 bank holidays.


• Life Insurance x 4 basic salary.


• Private medical insurance.


• Healthcare cash plan.


• Discretionary bonus scheme.


• Birthdays off!


• Early finish service day.


• £1000 per annum dedicated to learning and development.


• A dynamic social environment, some sport-related, some not, company-wide celebrations, and great coffee to name a few!


• The opportunity to work for a diverse company that encourages you to develop, grow and be part of a passionate and fun team.