Customer Experience Coordinator

1 week ago


St Ives, Cornwall, United Kingdom SYKES COTTAGES LTD Full time

Company Overview

Sykes Cottages Ltd is a leading provider of exceptional holiday experiences for our guests and owners alike. Our team is dedicated to delivering world-class customer service, ensuring that every interaction is a positive one.

Salary

The successful candidate can expect a competitive salary of £22,308 per annum, reflecting the importance we place on attracting and retaining top talent.

Job Description

As an Owner Experience Executive at Sykes Cottages Ltd, you will be responsible for resolving issues, maintaining records, and proactively monitoring property performance. You will work closely with owners to improve property compliance with health and safety regulations, respond to guest feedback, and contribute to improving our Net Promoter Score (NPS).

Required Skills and Qualifications

To succeed in this role, you will need excellent attention to detail, strong interpersonal skills, and a passion for problem-solving. Previous experience in customer service or customer relations is desirable.

Benefits

We offer a comprehensive training and development program, study support for additional qualifications, and numerous wellbeing initiatives. Our commitment to employee satisfaction ensures that you will feel valued and supported throughout your career journey with us.

Key Responsibilities:

  • Respond to holidaymaker and owner issues through multiple communication channels within agreed service level targets.
  • Maintain thorough and detailed written records of all issues.
  • Proactively monitor and work with owners to improve property performance.
  • Escalate any high-priority issues to senior leadership.
  • Manage lost property from departed guests.
  • Provide support to owners to ensure property compliance with health and safety regulations.
  • Respond to guest feedback and work with owners to improve NPS.
  • Cover Out of Hours emergency phones on a rota basis.
  • Work closely with housekeeping and maintenance teams to deliver a world-class experience.
  • Be part of an emergency on-call rota to ensure round-the-clock service.
  • Be a keyholder for Regional Brand offices and maintain work environments in line with health and safety regulations.
  • Support QAs by completing thorough property checks.
  • Arrange guest key collection, where required.


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