Owner Relations Manager

**Are you a natural with Customers and Owners?**

**Do you have a natural talent for building rapport?**

**Do you have a true passion for coaching, mentoring and guiding a successful, friendly team during one of our best years to date?**

**We want to hear from you to join our team at John Bray Cornish Holidays as our latest Team Manager at our Rock office**
?? Paying a salary of up to £35,000 per annum
?? Plus access to our annual STIP (annual company-wide bonus) scheme with an additional 10% of your salary
?? 33 days annual leave including bank holidays
? Plus an additional day off for your Birthday
**??**Plus an additional two volunteering days per year (to spend on a cause close to your heart)
? A fantastic chance to be a key player in our close-knit team
? An enhanced maternity and paternity policy
?? Un-rivalled personal development
? Study support for additional qualifications, courses and accreditations
?? Numerous wellbeing initiatives and access to 24/7 mental health support
?? Regular social events including our infamous bring your dog to work day
**We are welcoming only the best and brightest local talent to our team**
After experiencing a significant increase in bookings due to a huge surge in demand for UK holidays, we are welcoming our newest Manager to our fast-paced Owner Relations Team

You will be hitting the ground running, leading our passionate team of Owner Relations Experts to ensure we maintain strong relationships with our Property Owners and Guests. Providing 7 day a week service, you will aid in us maintaining high owner retentionrates whilst improving the quality of properties across our portfolio
This is a fantastic opportunity to be a driving force within our team, ensuring our Owner Relations Experts are able to positively respond to contact from Owners, Guests, potential Owners and Sykes Cottages COR Team, proactively working to find satisfactorysolutions to all parties. This is the perfect role for someone looking for grow and showcase their existing skills within our bustling team, working closely with new Owners, external suppliers, managed services Managers and the wider Sykes COR team to ensurethe Guest and Owner experience is outstanding
**We want to hear from those with a passion for resolving issues, who are able to uncover problems and build a trusting relationship with Owners making this the perfect opportunity for someone looking to take their next steps in a brand new career challenge,becoming a fantastic personality in our sociable team and growing your professional skills within our brilliant local company**

Your new role as Owner Relations Manager will see you:

- Using your own initiative to oversee, delegate and deal with every day owner and staff queries.
- Ensuring adequate office staffing and rota coverage.
- 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 Customer and Owner Relations team in Sykes 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
- Co-ordinate new Owner leads, property visits and follow up contracts to support the brands property recruitment function and ensure properties are ready for go-live as soon as is possible
- To efficiently manage communication with Owners, caretakers/keyholders/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
- Support the Property Recruitment team converting leads to go-lives
- To help, in consultation with the Head of Operations, in dealing with any disciplinary issues arising.

All we ask is you have the following:

- Some experience of leading a team.
- Strong experience in a customer service role.
- Outstanding communication skills - both written and verbal
- Strong problem solving skills
- Excellent negotiation skills with a commercial mindset
- Able to build, manage and maintain strong relationships
- IT literate and able to learn new skills
- Ability to work on own initiative
...although standouts will also have:

- Conflict resolution experience
- Good knowledge of the Brand
- Good knowledge of the brand region ?