Owner Experience Executive

7 months ago

Burford, United Kingdom Skyes Cottages Full time

**About the Role**:
**Are you a natural at building rapport? Have a talent for resolving issues? Looking to showcase your service-driven, customer focused skills within a fantastic team as part of your new challenge?**

**Manor Cottages are thrilled to be seeking a brand new Owner Experience Executive to join our Owner Relations department at our Burford offices, providing crucial support during a 9 month FTC.**

Paying a salary circa £21,000 per annum working 37.5 hours over 5 days per week.
Plus access to our annual STIP scheme up to 10% of your salary
️ 33 days annual leave including bank holidays
Plus an additional day off for your Birthday
***Plus an additional two volunteering days per year
An enhanced maternity and paternity policy
Personal development and opportunities to be recognised
Study support for additional qualifications, courses and accreditations
Numerous dedicated wellbeing initiatives and access to 24/7 mental health support

You will be 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, as well as being part of an emergency on-call rota, out of hours is a 7 days per week cover to ensure we deliver a round-the-clock service for our holidaymakers.

**Your Responsibilities**:
Reporting into Owner Experience Team Manager, our newest Owner Experience Executive will become a key player within our Premium Accounts team, responsible for:

- Responding to a holidaymaker and owner issues through multiple communication channels within agreed service level targets.
- Primary and direct contact for owners of local brand and support to other brands as required
- 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.
- Providing support to owners to help them ensure that their property is compliant with health and safety regulation.
- Owner retention through creating advocacy and maintaining effective communication
- Working collaboratively with colleagues in Property Services, Quality and Revenue management to identify resolution to owner queries or complaints
- 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.

Any other duties are within the scope, spirit and purpose of the job as requested by your line manager

**Skills and Qualifications**:
**We are looking for those who can share in our company goals, values and ethos, who can grow alongside us and whose skills can aid our ongoing success**

By _Being One Team, Owning it, Communicating Honestl_y and showcasing a devotion to _Learning, Growing and Innovating_, we remain true to our original ethos and ensure we stay true to our Customers, Owners and Colleagues alike.

**First and foremost we are interested in those who have the potential to hold these values, as for this position, we ask you to 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.

**Who we are**:
Based in the heart of the Cotswolds, our small but multi-talented team look after over 400 properties, from 14th century Cotswold stone cottages to modern lakefront homes. We’re big pet and animal lovers here, meaning you’ll often find a furry friend roaming the office, and we’re always happy to share our dog-friendly holiday recommendations.

Diversity and Inclusion:

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