Manager, Card Services Team

JR United Kingdom; Stoke-on-Trent; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in Stoke-on-Trent is seeking an experienced Manager for their Card Services Team. The role involves overseeing daily operations, ensuring exceptional service delivery, and promoting inclusivity for individuals with disabilities. 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.
• Provide leadership and training to the team.

Skills

Communication

Problem-solving

Leadership

Analytical skills

Tools

Help desk software

CRM tools

Job description

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Manager, Card Services Team, Stoke-on-Trent

Client: Reed - UNLIMITED

Location: Stoke-on-Trent, United Kingdom

Job Category: Other

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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 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.
• Provide leadership and training to the team.
• Act as the escalation point for complex customer queries.
• Develop and implement policies, procedures, and best practices.
• Ensure compliance with policies, GDPR, and regulations.
• Participate in customer accessibility working group meetings.

Requirements:

• Proven experience in management or leadership within customer service/support.
• Understanding of the 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.
• Problem-solving abilities and professionalism in managing escalations.
• Knowledge of card schemes, payment systems, or related fields (advantage).