Customer Service Executive (Owner & Guest Relations)

Up to £27,500 plus benefits

Hybrid Customer Services Full Time

The Role

As the public face of our Company, our Customer Service Executives serve as the liaison between holiday home owners, their guests and the company.  Focussed on addressing their needs and concerns as quickly and effectively as possible whilst developing and maintaining strong relationships, the role also requires the post holder to undertake all day to day administrative and procedural tasks as set out below and as directed.

Core Accountabilities

  • Use Admin Centre to ensure any new listings that are due to be set live are complete
  • Ensure address verification letters are sent out in a timely manner, and that all tasks of this nature are completed before the end of the day.
  • Provide accurate, professional, and responsive replies to email queries utilising the Front Email Client
  • Maintain an overview of ongoing customer service issues & escalate if they require intervention by the Compan
  • Managing email address suppressions & bounce backs in a timely manner and updating any necessary owner/guest accounts as needed.
  • Ensure the polite, efficient, and engaging processing of the Daily Calls List, ensuring priority calls are completed first using the Admin Centre and RingCentral application.
  • Analyse the accounts of existing customers and providing recommendations to improve the effectiveness of their holiday rental listings, primarily through outbound calls.
  • Always provide first class customer service when interacting with platform users in response to requests about our website & the services we offer.
  • Support the Managers and Directors with other tasks as reasonably requested to do s
  • Willingness to travel to other offices, for training and to attend events as necessary

Essential Experience

  • Proven track record of account managemen
  • Demonstrable experience of managing customer expectation
  • Excellent written communication skills with strong verbal communication skill
  • Excellent logical thinking and creative problem-solving skill
  • Good time management and prioritisation skill
  • Experienced using Microsoft Office Suit

Desirable Experience

  • Experience in the Travel, Holiday or Hospitality Industry

Our Customer Service Team operate 7 days per week. As such, this role will be based on a rota system, the details of which will be discussed at interview.