Manager, Card Services Team

JR United Kingdom; Hemel Hempstead; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in Hemel Hempstead is seeking an experienced Manager for their Card Services Team. This role involves overseeing daily operations, ensuring excellent service delivery, and promoting inclusivity. The ideal candidate will have strong leadership skills and a customer-focused approach. Full training will be provided, and the position offers flexible working hours.

Qualifications

• Proven management experience in customer service/support.
• Understanding of disability aspects of the Equality Act (desirable).

Responsibilities

• Lead and manage daily operations of the service desk team.
• Set performance goals and monitor metrics for efficiency.
• Develop and implement policies for the help desk.

Skills

Leadership

Customer Service

Communication

Analytical Skills

Tools

Help Desk Software

CRM Tools

Job description

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Manager, Card Services Team, Hemel Hempstead

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Client:

Reed - UNLIMITED

Location:

Hemel Hempstead, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

5

Posted:

12.05.2025

Expiry Date:

26.06.2025

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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 successful candidate will ensure excellent service delivery and promote accessibility and inclusivity. Full training will be provided.

Key Responsibilities:

• Lead and manage the daily operations of the service desk team, ensuring efficient service.
• Set performance goals and monitor metrics to assess team efficiency and customer satisfaction.
• Provide leadership and training, fostering continuous improvement.
• Act as escalation point for complex queries and ensure resolution.
• Develop and implement policies and procedures for the help desk.
• Ensure compliance with policies, GDPR, and regulations.
• Participate in customer accessibility working group meetings.

Requirements:

• Proven management or leadership experience in customer service/support.
• Understanding of the disability aspects of the Equality Act (desirable).
• Strong communication skills, customer-focused.
• Ability to manage and motivate a team.
• Proficiency in help desk software and CRM tools.
• Analytical skills for performance data interpretation and improvements.
• Knowledge of card schemes, payment systems, or related fields (advantage).