Senior Customer Liaison Executive

4 days ago

Maidstone, United Kingdom Awaze Full time

**About James Villa Holidays**

As part of Europe’s largest managed Vacation Rental Company Awaze, we are the leading UK beach villa specialist. We enjoy thriving in a strong growth industry boasting sizable customer demand growth as well as fierce competition from local and global competitors

We started off as one person - James Needham, who grew his passion for properties from his spare room 30 years ago into the UK market leader. Along our journey we realized that not everything that worked in the past will allow us to compete successfullytoday. As a result we have been on an ambitious transformational journey upgrading our technology and processes. Our team spirit is one of hunger and ambition and we are eager to continue to improve what we do to serve our customers.

**The Role**

Here at James Villas, we strive to put the customer at the heart of what we do. We pride ourselves in putting the customer first and providing excellent service from the moment the customer books with us right through until they return home. However, despiteour best intentions, there are times when things don’t go to plan, and we need to do everything we can to put things right and recover goodwill.

As Senior Customer Liaison Executive, you will take a lead role in overseeing the more complex customer issues that arise, acting as escalation point to minimise any potential action and to reach amicable solutions with dissatisfied customers.

**What you’ll be doing**

You will act as an escalation point for resolving more complex customer issues, cases with the Customer Support team that have reached "dead-lock" and those issues that have been passed on by the team for senior involvement.

You will oversee and manage cases escalated to Legal or our insurers and those issued as part of the ABTA ADR scheme.You will also provide monthly reports to the Senior Leadership Team for inclusion in the Board pack and oversee the Quality Control meetingwith Product to ensure ongoing issues are addressed to minimise recurring complaints. Building and maintaining relationships with all these different parties are key.

As part of the larger Customer Experience Department, you will work closely with our Customer Support team and Travel Experts, providing advice and support where appropriate, alongside offering advice to the Product team on issues that may impact a customer’sfuture holiday.

**Key skills we need**:
We’re a team full of energy and with a passion for what we do, so it’s key that you’re enthusiastic, driven and keen to be part of a team. What else do you need in order to succeed in this role?
- Great communication skills with the ability to negotiate, resolve disputes & problems
- You can manage a busy workload within tight deadlines
- Ability to remain focused in a fast paced, high pressured environment
- IT literate (MS Office, Word, Excel, ideally knowledge of the JVH reservation system)
- Comprehensive understanding of booking conditions
- Knowledge in Consumer Law relating to the Travel Industry & the ABTA Code of Conduct
- You are proactive & an absolute team player
- Ability to build and maintain relationships with internal and external stakeholders

**What we’ll give you**
- This is an opportunity for you to join us at a pivotal point in time as we invest in our future
- You’ll be joining a team of genuine, passionate people
- You’ll have the freedom to decide on the best way of working to get the job done. We work cross-functionally, so you’ll be given opportunities to develop skills outside of your core skillset.
- You’ll be an integral part of a team which will deliver growth, and who doesn’t want that?

We practise what we preach and offer some great travel discounts. **For this role we can offer flexible working hours and remote working.**
- **Live your passion.** We are in the business of travel and hospitality and we love it. At Awaze you’ll be able to help create memories of a lifetime for our owners and guests. And for yourself as well
- **We are market leaders.** We are proud to be the leading managed vacation rental player in Europe. We operate well-known brands with a strong heritage in over twenty countries and have more than 100,000 holiday accommodation choices.
- **We have something for everyone, and everyone has a part to play**. Whether you care deeply about service, are interested in business development or want to be at the cutting edge of machine learning, our business covers a range of functionsthat will keep you challenged and help you grow. We work together as a passionate team to provide an excellent guest and owner experience.
- **You can make a difference.** Our industry is changing rapidly and the future is all to play for. Being part of AVR means being an integral part of evolving and improving the world of vacation rental.
- **We care about the guests, owners and team members that work with us.** We are an inclusive organisation that embraces diversity. We are flexible and agile. We are committed to providing a collaborative and inclusive workplace where you canrealise your full potential.

**What else do you need to know?**

We believe in equal opportunities and aim to create a team that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate thatwe have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.

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