Customer Service and Finance Assistant

2 weeks ago

Stow on the Wold, United Kingdom StayCotswold Management Ltd Full time

**Company description**

StayCotswold is a leading agent for luxury holiday cottage rentals in the Cotswolds, one of England’s most beautiful areas. Founded in 2009, StayCotswold has recently been joined by three new Directors and has embarked on an exciting and rapid growth plan.

**Job description**

The primary focus of this role is to work alongside the existing Customer Service & Finance Advisors, and has two main areas of focus:
a) providing a high quality service to StayCotswold guests, including responding to booking enquiries, processing booking information, updating all necessary parties and recording the transaction in the appropriate systems, and dealing with guest and owner queries relating to these bookings;
b) ensuring that the underlying financial processes are completed accurately and on time, and all systems properly updated and reconciled.

**Main Duties**:
Enquiry Process:

- Understanding how prices are calculated and providing commercial quotations to guests
- Providing guests with alternative property options that meet their needs if the original property is not available or does not meet their needs, for example financially or due to a lack of specific facilities
- Following up with guests who have not booked or responded, within agreed timescales, in order to maximise every sales opportunity

Booking Process:

- Handling all guest booking confirmations, ensuring that written confirmation is provided to every guest (and property owner), including any payment confirmation and dates of stay
- Ensuring that all necessary property information, directions, etc are sent to the guest within agreed timescales and that they have everything they need to make their holiday run smoothly
- Contacting all guests following their stay, to seek feedback on their holiday experience
- Ensuring all necessary stakeholders are informed of the feedback and action is taken, if necessary
- Handling any guest complaints that may arise and ensuring that the StayCotswold Directors, Housekeepers and Property Owners, as necessary, are updated with feedback

Control & Financial Process
- Taking payment from guests and ensuring payment is received in line with StayCotswold booking terms and conditions
- Performing the bank reconciliation process
- Chasing outstanding payments
- Taking and refunding security deposits
- Updating and reconciling relevant booking and finance systems

Other Duties:
To share in the operation of the office, including:

- Responsible for all general and office administration and other ad hoc tasks that arise and are necessary to complete as part of day-the to-day running of the business

To work with our existing property owners:

- Taking calls from existing StayCotswold property owners, answering their questions and keeping the StayCotswold Directors updated
- Taking calls from new Property owners who are interested in joining StayCotswold, establishing key facts then ensuring that this information is passed to the StayCotswold Directors as soon as possible, in order that they can follow up on these sales opportunities
- Ensuring all relevant databases and spreadsheets are kept fully up-to-date

This job description is not exhaustive and other tasks will be asked of the employee within reason. This role is anticipated to adapt and evolve with the needs of the business and, wherever possible and necessary, in full partnership with the employee.

**Qualifications & Experience Required**:

- Good GCSE results
- Good A-level results (preferred)
- Proven experience in a (or preferably several) customer-facing environment(s) and ability to work with numbers
- Previous sales and finance experience desirable but not required
- Proof of right to work in the UK

**Technical Skills Required**:

- Confident and experienced with Microsoft Excel & Outlook and the internet
- Numeracy literate and comfortable working with numbers

**Competencies Required**:

- Professional with a passion for delivering exceptional customer service
- Can-do attitude with a focus on problem solving
- Patient and empathetic
- Attention to detail
- Self-driven, able to achieve and deliver on your own initiative, occasionally working on your own from the office
- Ability to retain a substantial amount of property information, policies and procedural guidelines

**Standard Hours & Overtime**:
Standard office hours are Monday to Friday, 9.00am to 5.30pm, with an hour for lunch. As a customer oriented business, StayCotswold receives enquiries seven days a week and, consequently, the role requires some overtime to be worked.

The role requires up to 15 hours of overtime every three weeks, agreed in advance. This work is normally undertaken from your home location and provides cover for standard office hours during a Saturday, Sunday or a Bank Holiday. Overtime is paid at a rate of £17.50/hour or can be taken as TOIL.

In practice, weekend work is undertaken on a rota basis, therefore the regularity of weekend work reduces as

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