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Owner Services Assistant

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Stow on the Wold, United Kingdom StayCotswold Ltd Full time

StayCotswold is a leading independent agent for luxury holiday cottage rentals in the Cotswolds. Founded in 2009, StayCotswold has experienced rapid and sustained growth in recent times, since being joined by three new Directors three years ago.

**OWNER SERVICES ASSISTANT**

The focus of this role is to support and work alongside the Team Leaders (Owner Services; Resolutions; and Operations) and the Customer Service team, with the focus of the role as follows:
PRIMARY DUTIES

1. Owner Services:
Ø Providing a Property Induction service, helping new owners bring their properties on-board with StayCotswold and training them in how our processes work;
Ø Providing regular support to our Owner base, answering questions and concerns, promoting a positive relationship and ultimately managing owner retention;
Ø Assisting with the maintenance, update, support and content management of our website and associated platforms, such as Airbnb, Plum Guide, etc.

SECONDARY DUTIES

Occasionally you will be required to support the rest of the team in the following areas:
2. Resolutions:
Ø Providing a general second line of support for all operational matters and acting as a senior advisor to the core operations team;
Ø Handling specific customer issues where expertise is required.

3. Operations:
Ø Being aware of the duties as specified in the job description of Customer Service & Finance Assistant;
Ø Being capable of stepping into the role to support the core operations team as required.

**Owner Services responsibilities**

Property Induction

Ø Conducting a detailed telephone call with new property owners to complete a ‘Property Lettings Checklist’, to enable new cottages to be published live on our website;
Ø Walking new property owners through the StayCotswold operational processes, ensuring that they fully understand their roles, and answering any questions they may have;
Ø Drafting the property Key Features, Summary, Description and other website text sections, ready for final approval;
Ø Setting up and linking new instances of the property with our marketing partners, such as Airbnb or HomeAway;
Ø Entering the approved written content directly onto the live website, marketing portals, and other locations, to publish the information online;
Ø Uploading photographs to our website and marketing portals from the approved photograph storyboard;
Ø Carefully and accurately inputting agreed rental rates into various systems and setting up any necessary special breaks.

Owner Management

Ø Responding to booking performance questions from property owners;
Ø Initiating contact with owners to discuss operational issues, complaints, or anything else that is outside of the normal operations, in order to keep them in line with StayCotswold policy and processes, and maintain a good working relationship;
Ø Working with owners to make sure that our website accurately reflects the up to date reality of the property, by posting amendments, updates, new photographs and generally keeping the website up to date with any changes.

Technical Content Support

Ø Supporting the technical processes across our website, OTAs, SuperControl and other systems in terms of:

- Launching a new property;
- Amending an existing property;
- Removing a terminated property.

Ø This will include text, videos, icons, attributes and other such details;
Ø Working with our professional photographers to process new images, organise and upload them to our various systems. To crop, modify and re-size images as needed and to ensure they are consistent across all systems.

**Resolutions responsibilities**

Guest Complaint Management

Ø Where a guest complaint situation is beyond the capabilities of the team, providing a second line of support and a point of escalation;
Ø Offering commercial decision making and practical advice to the team, housekeepers, property managers and owners, with regards to any emergency actions and compensation decisions.

General

Ø Providing support when handling any other operational matters not covered above (for example: phone calls from council employees or neighbours wishing to complain about a holiday cottage).

**Operations responsibilities**

Please refer to the Customer Service & Finance Assistant role description for the primary responsibilities of the core operations team - knowledge of this role is important to provide support, to cover for holidays and illness, and for occasional weekend working.

Enquiry Process

Ø Assisting the team with difficult or unusual enquiry scenarios (for example: requests for hot tubs, over occupancy, hen or stag parties, or bringing a non-standard pet);
Ø Providing pricing support and authorising special rates for one-off deals, stub slots and late booking opportunities;
Ø Providing a second line of support for any difficult guests or other unusual scenarios beyond the capability of the core team.

Booking Process

Ø Assisting the team with any unusual or non-standard