Customer Relations Specialist

4 days ago


Stow on the Wold, United Kingdom Character Cottages Full time

**_Character Cottages, part of the wider Sykes Cottages family, are now seeking to appoint a dedicated Owner Relations Expert t to join our Owner Relations team during an ongoing surge in the UK staycation industry._**

At Character, we have **experienced a boom in holiday bookings for the coming year **and are now adding the **best local talent to our team at our Stow-in-the-Wold Office** during one of the **busiest times in our calendar year.**

Working as part of our passionate team, our **Owner Retentions Expert is responsible for developing and maintaining strong relationships with our property owners across the Brand. **This will enable us to **maintain high owner retention rates** whilst c**ontrolling and improving the quality of properties within our portfolio.**

The role of **Owner Retentions Experts are also responsible for ensuring we are able to positively respond to contact from owners and potential owners, proactively working on finding satisfactory solutions satisfactory to all parties**. They will **liaise with owners, potential owners, housekeepers and external suppliers** to ensure the guest experience is outstanding.

**Our newest Owner Retentions Experts will have the following key skills**:
**Essential Skills**:

- Previous experience in a customer service role.
- Outstanding communication skills - both written and verbal
- Strong problem-solving skills
- Excellent negotiation skills with a commercial mind-set
- Able to build, manage and maintain strong relationships
- IT literate and able to learn new skills
**Desirable Skills**:

- Conflict resolution experience
- Good knowledge of the brand
- Good knowledge of the brand region
**As our newest Owner Retentions Expert you will be accountable for the following areas**:

- To positively represent the brand(s) to existing and potential new owners, advising and assisting where appropriate.
- Handling general Owner queries
- Effectively handle Owner pricing queries
- Updating and checking property descriptions to ensure accuracy and ensuring they are up to date with any changes made to the property
- Discuss discount requests made by Owners regarding the selling price and escalate as appropriate
- Work closely with the COR team in Sykes to efficiently handle any complaints regarding holidaymakers and resolve potential issues
- Focus on Owner retention to ensure existing Owners are supported effectively in areas such as the re-shooting of photographs, booking volumes and property specific issues to help them optimise their income/ bookings
- Action NPS feedback with Owners to ensure corrective action is taken and support provided as appropriate to ensure quality standards are maintained
- Co-ordinate new Owner leads, property visits and follow up contracts to support the brands property recruitment function and ensure properties are ready for go-live as soon as is possible
- To efficiently manage communication with Owners, caretakers/keyholders/housekeepers (as necessary) and the Sykes team, this will include developing rapport with new and existing Owners
- Ensure Owner issues are responded to and successfully resolved within agreed service levels targets
- Maintain thorough written records of all issues
- Proactively identify potential complaints and issues and resolve them quickly and professionally
- Escalate any urgent/high priority issues in line with company policy
- Provide a compassionate and professional service that converts potential complaints into advocates of the brands
- Support the Property Recruitment team converting leads to go-lives
**_Please note: Working hours will be 37.5 per week to be worked on a shift rota basis to include evenings and weekends._**

Schedule:

- Monday to Friday
- Weekend availability



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