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Customer Service

2 months ago

Lyme Regis, United Kingdom Lyme Bay Holidays Full time
*Are you a natural at building rapport? Have a talent for problem-solving? or eager to try a new career within a leading name in holiday industry...*

For a complete understanding of this opportunity, and what will be required to be a successful applicant, read on.

Lyme Bay Holidays, part of the Sykes Holiday Cottages family, have the exciting opportunity for a Customer Services Executive to join our bustling Lyme Regis team

*In return for your hard-work, we can ensure you join a vibrant, inclusive work culture, make the most of fantastic career progression opportunities and make the most of our standout company benefits *
* Paying a salary of £22,308 / 37.5 hours per week / Monday to Saturday 9am-5.30pm with a day off in the week
* Plus access to our annual STIP scheme up to 10% of your salary
* Office based role in Lyme Regis.
* 33 days annual leave including bank holidays
* Plus an additional day off for your Birthday
* Plus an additional two volunteering days per year
* Enhanced maternity and paternity policy
* Inclusive and supportive work environment
* Employee discounts and benefits with your wellbeing at the centre
* Opportunities for career progression, personal development and opportunities to be recognised
* Comprehensive training and development programs to set you up for success
* Numerous dedicated wellbeing initiatives and access to 24/7 mental health support

*Joining us as a key player during our busy booking season you will ensure we deliver a exceptional experience to our holidaymakers, all the while instilling trust and efficiency along the way *

Responding to our Guests on a diverse range of issues, you will man multiple communication channels to ensure quick resolve between Guests and Owners, and ensuring the perfect holiday experience for all parties.

*Showcasing your talent in problem-solving and rapport building, this is the perfect opportunity for those looking to make a real difference for our Owners, whilst contributing to creating unforgettable holiday experiences or our Customers *

Reporting into Owner Experience Team Manager, a typical day will see you:
* Responding to a holidaymaker and owner issues through multiple communication channels within agreed service level targets
* Ensuring issues are brought to a resolution that satisfies both our holidaymakers and our owners.
* Maintaining thorough and detailed written records of all issues, whether that be on the booking profile or the owner profile.
* Proactively monitoring and working with owners to improve property performance.
* Escalating any urgent/ high-priority issues where appropriate to senior leadership.
* Managing lost property from our departed guests
* Providing support to owners to help them ensure that their property is compliant with health and safety regulation.
* Responding to guest feedback and working with owners to ensure our NPS continues to grow.
* Covering Out of Hours emergency phone on a Rota basis, as such requires travel, so own car and driver is essential
* Working closely with housekeeping and maintenance teams (in brands where we have property services) to ensure that communication is efficient, and we deliver a world class experience for our holidaymakers and owners.
* Being part of an emergency on-call rota, 7 days per week to ensure we deliver a round-the-clock service for our holidaymakers.
* Being a keyholder for our Regional Brand offices, ensuring our work environments are maintained in line with health and safety regulations.
* Supporting our QA’s from time-to-time by completing thorough property checks to keep our properties in tip top shape all year around.
* Arranging guest key collection, where required

We are seeking passionate problem solvers, team players and enthusiastic individuals with excellent communication skills to add to the fantastic culture of our team.

*Whilst experience in a similar role is advantageous, we will provide everything you need to succeed, training you up within our bustling team and supporting you every step of the way *

*All we ask if you have the following: *
* Excellent attention to detail.
* Outstanding communication skills, both written and verbal.
* Strong interpersonal skills and experience of working in a team.
* Strong negotiation skills.
* Computer literate, specifically in MS office.
* Able to work under own initiative.
* Able to work to tight deadlines.

*If you are actively seeking your next career challenge, keen to join a diverse, exciting team, or want to grow your career within an industry leader, we welcome you to get in touch or apply *

Job Type: Full-time

Pay: £22,308.00 per year

Benefits:
* Additional leave
* Company pension
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* On-site parking
Schedule:
* Weekend availability
Supplemental pay types:
* Yearly bonus

Work Location: In person

Reference ID: VN1429