Onboarding Team Leader

As the Onboarding Team Leader you will manage new property owner relationships from the point of signed contract through to the onboarding of the property onto the Host & Stay portfolio. You will support with the day-to-day operations of the Onboarding Department, ensuring a seamless transition for new owners and maintaining high standards of customer service.

You will provide guidance and support to new Owners throughout their Onboarding journey with Host & Stay, focusing on property ownership, insurance, and compliance. You will deliver a signature Owner experience through outstanding customer service, ensuring every owner receives our 5-star service levels.

As the Onboarding Team Leader, you will be a highly organised, results-oriented individual with excellent communication and interpersonal skills. You will support the Head of Onboarding in ensuring the department runs effectively and in line with departmental KPIs, managing the team to deliver increased efficiency and growth.

**To be **considered for this role you MUST** have**:

- A ‘Can do’ attitude with a passion to go above and beyond.
- Excellent relationship building and problem-solving skills.
- Genuinely passionate for customer service.
- Results driven and motivated to work to hit and exceed targets.
- An efficient communicator with a professional and customer orientated approach.
- Able to work unsupervised and on own initiative.
- Complete problem-solving skills, analytical skills, and decision-making skills.
- Proficient in the use of CRM systems and other information technology
- Confident phone manner and ability to handle difficult conversations.
- Excellent written and verbal communication skills.
- Ability to positively reactive in challenging situations.
- Strong time management skills and ability to work to deadlines.
- Capability to support and motivate a small team in their daily schedules.
- Previous experience in Customer Service, Relationship Management or Onboarding role.
- Experience of working in the travel and tourism industry and/or property sectors (e.g. estate agency or residential lettings) is desirable.
- Knowledge of property management software and onboarding tools is desirable.
- Familiarity with compliance requirements in property management is desirable.

**And Day to Day?.. You will **be responsible for**:

- Develop a thorough understanding of Host & Stay's Property Management services and policy requirements.
- Ensure a smooth property onboarding journey for all new and existing Owners.
- Build and maintain strong relationships with owners, ensuring every touchpoint delivers a market-leading experience and leads to retention.
- Collaborate with operational departments and external suppliers for the successful setup of all owners across multiple systems.
- Support the department in process and system management.
- Assist the Head of Onboarding in providing training and development for the Onboarding team.
- Work closely with the Onboarding Team and operational departments to continuously improve the onboarding journey for our homeowners.
- Create and present KPI and financial reports to the wider business.
- Handle escalated issues and provide solutions to maintain owner satisfaction.
- Lead and manage the team to deliver against key metrics and KPIs.

**Who is** Host & Stay**?**

Host & Stay is based in Saltburn-by-the-sea and provides full-service holiday home property management to over 1300 properties across the UK. Host & Stay was born from a love and passion for property, and a desire to lead the change in an age-old industry.

Our vision is simple, to help property owners maximise their income, maximise their returns, and reduce their fees and their hassle. We’re on a mission to make the UK one of the most popular, guest centric holiday destinations in the world - but not at the expense of holiday homeowners paying high management fees and seeing very little, if any return on their investments. We want our customers and communities to succeed and thrive.

Our offices are more than just the space we work in. We encourage inspiration, creativity, and productivity in a relaxed and comfortable environment. We’re looking for people who are travelling in the same direction when it comes to the way we work, live our values, and deliver our services.

We have ambitious plans for further growth and impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do.

**Why choose us?**

The team here at Host & Stay genuinely care about the work we do to transform the lives of our customers and we think this is a pretty big reason to love your career at Host & Stay.

Our people are our best asset, so we want to make sure your wellbeing is the best it can be. Our responsibilities as an employer extend beyond the workplace, we want to make sure we