Manager, Card Services Team

JR United Kingdom; Southampton; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in Southampton is seeking an experienced Manager to oversee the card services team. This role involves ensuring outstanding service delivery, promoting accessibility, and managing daily operations. Full training will be provided to the right candidate.

Qualifications

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

Responsibilities

• Lead and manage the daily operations of the service desk team.
• Set performance goals and monitor key metrics for team efficiency.
• Ensure compliance with company policies, GDPR, and regulatory requirements.

Skills

Communication

Leadership

Problem-solving

Analytical skills

Tools

Help desk software

CRM tools

Job description

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Manager, Card Services Team, Southampton

Client:

Reed - UNLIMITED

Location:

Southampton, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

8

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 candidate will ensure outstanding 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 delivery.
• Set performance goals and monitor key metrics for team efficiency and customer satisfaction.
• Provide leadership and training, fostering continuous improvement.
• Act as escalation point for complex queries and ensure timely resolution.
• Develop and implement policies, procedures, and best practices.
• Ensure compliance with company policies, GDPR, and regulatory requirements.
• Attend and report at customer accessibility working group meetings.

Requirements:

• Proven experience in management or leadership within customer service/support.
• Understanding of disability aspects of the Equality Act (desirable).
• Strong communication skills, customer-first mindset.
• Ability to manage and motivate a team.
• Proficiency in help desk software and CRM tools.
• Analytical skills to interpret performance data and improve processes.
• Problem-solving skills with a professional approach to escalations.
• Knowledge of card schemes, payment systems, or related fields (advantage).