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Customer and Owner Relations Specialist

3 months ago

Chester, United Kingdom Sykes Cottages Full time

**About the Role**:
**Are you a natural at building rapport? Have a talent for resolving issues? We are seeking four new service-driven, confident and passionate professionals to join our vibrant, high-energy call centre at our Chester head office.**

Joining our team of Customer and Owner Relations Specialists, you will be on the frontline of our business, resolving a wide range of queries from our valued customers and owners, building trusting relationships and having a positive impact on each and every holiday you deal with.
- Joining this sales-focussed position, you can make the most of our **generous commission scheme **with potential to earn **£200 per month on top of your monthly salary.**

**Starting with us on 22nd April 2024**

Paying a salary of up to £22,308 (OTE potential of £25,000 per annum) plus OTE of up to £200 pcm
- Working hours cover 5 days out of 7, 9am-5.30pm or 10.30am-7pm- ️ Fantastic career progression and opportunities to grow and develop your skills

️ 33 days annual leave incl bank holidays plus your Birthday off + two paid volunteering days per year
- A flexible hybrid-working policy post probation period
- An enhanced maternity and paternity policy
- Dedicated training and personal development opportunities
- Study support available for additional qualifications, courses and accreditations
- Numerous wellbeing initiatives incl 24/7 access to mental health support, free weekly breakfast + on-site gym at our Chester HQ
- Regular social events including monthly team outings and end of year party
- Joining us during our busiest season, you will be trained up by our dedicated Training Team before hitting the ground running as we experience a boom in bookings across the business. Making up one of our newest Teams in our COR function, you will be advising and caring for our Customer and Owner base within a team where each and every team member is nurtured and coached to become true experts in their area.- **This position makes the perfect opportunity to grow your customer relations skills whilst exceeding your monthly targets, making this the ideal newest challenge for those who are confident, driven to deliver the best service and are an excellent communicator.**

**Your Responsibilities**:
We are looking for those who can share in our vision for delivering the very best in service to our Customers as you deliver in the following areas:

- Responding to and successfully resolving customer and owner complaints within agreed service level targets
- Quickly investigating and understanding issues or complaints and coming up with a commercially-sensible solution, acceptable to all parties
- Maintaining thorough and detailed written records of all issues or complaints
- Proactively identifying potential issues and resolving these quickly to minimise impact
- Escalating any urgent/ high-priority issues/complaints in line with company policies
- Provide a professional and compassionate service that converts potential complainants into advocates for the brand

**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 key skills**:

- Previous experience in a customer-facing customer service role in a contact centre environment
- Strong negotiation skills and a commercial mind-set
- Excellent communication skills

**...although standouts will also have**:

- Conflict resolution experience and/or training
- Experience of working in the travel sector
- Complaint handling experience

**_Please note: _**This position is a shift rota role, working 5 days out of 7 covering 9am-5.30pm or 10.30am-7pm to include Saturdays and Sundays.
**If you are actively seeking your next career challenge, keen to join a diverse, exciting team, or want to grow your career within an industry leader, we welcome you to get in touch or apply**

**Who we are**:
Sykes Holiday Cottages is a business with big dreams and bursting with ambition. We have pinned our sights on becoming the UK's number one holiday rental agency and will stop at nothing to reach our goal, combining over 30 years’ industry experience with our fierce company drive to become the best in the market for what we do. What started as a small, family-run company has now grown to be an 2000-strong workforce of ambitious, passionate professionals working under the Forge Holiday Group parent brand.

The Forge Holiday Group encompasses Sykes Holiday Cottages, Forest Holidays, UKcaravans4hire and Bachcare in New Zealand and unites us under four company val