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Manager, Card Services Team, Sheffield, South Yorkshire
Client: Reed - UNLIMITED
Location: Sheffield, South Yorkshire, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Views:
5
Posted:
12.05.2025
Expiry Date:
26.06.2025
Job Description:
Location: Office Based - Deeside, Flintshire
Hours: 20-25 per week, flexible working patterns
Job Summary:
We are seeking an experienced and proactive Manager to oversee the daily operations of our card services team.
Job Overview:
We are looking for an experienced and motivated Manager to lead and oversee the operations of our processing and help desk team for ID card schemes supporting individuals with disabilities. The ideal candidate will ensure outstanding service delivery, effective resolution of enquiries, and promote accessibility and inclusivity. Full training will be provided.
Key Responsibilities:
* Lead and manage the day-to-day operations of the service desk team, ensuring efficient and effective service delivery.
* Set performance goals and monitor key metrics to assess team efficiency and customer satisfaction.
* Provide leadership and training to foster continuous improvement.
* Act as the escalation point for complex customer queries and ensure timely resolution.
* Develop and implement policies, procedures, and best practices for the help desk.
* Ensure compliance with company policies, industry standards including GDPR, and regulatory requirements.
* Attend and report at customer accessibility working group meetings.
Requirements:
* Proven experience in management or leadership roles within customer service or support.
* A general understanding of the disability aspects of the Equality Act is desirable.
* Strong communication skills, both verbal and written, with a customer-first mindset.
* Ability to manage and motivate a team effectively.
* Proficiency in help desk software and CRM tools.
* Analytical skills to interpret performance data and implement improvements.
* Problem-solving abilities with a calm, professional approach to escalations.
* Knowledge of card schemes, payment systems, or related fields is advantageous.
* Competitive salary and performance-based incentives.
* Opportunities for professional development and career growth.
* A supportive and inclusive workplace environment.
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