Owner Relations Specialist Maternity Cover

3 days ago

Windermere, United Kingdom Thomson Recruitment Independent Partnerships (TRIP) Ltd Full time

TRIP are recruiting for an **Owner Relations Specialist** to join an existing experienced team within a well-known international holiday rentals company. **This is a fantastic opportunity for a skilled Customer Service Advisor looking for a new challenge** to aid in the ongoing success and provide crucial advise and care to our clients Owner base.

As an Owner Relations Specialist you will join a wider Operations department at our clients offices based in Ambleside. Here your focus will be to use your outstanding knowledge to build long standing, trusting relationships with customers and owners alikein order to exceed your monthly business targets. You will be a key part of the team that acts as the driving force in the ongoing success of the business.

In the role of Owner Relations Specialist you will be responsible for developing and maintaining strong relationships with our property owners across the brand enabling them to maintain high owner retention rates whilst controlling and improving the qualityof properties within their portfolio to ensure the guests have the best experience possible.

**Your Responsibilities**
- 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 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
- To efficiently manage communication with Owners, caretakers/key holders/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 brand/s
- Dealing professionally and efficiently with visitors to our office

**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

**Salary: £21,000**

This position will cover 40 hours per week working Monday to Sunday on a rota basis. **This is a Maternity Cover position covering 9 months.

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