As one of our customer service advisors, you’ll be a friendly voice on the end of the phone to holiday guests, property owners, suppliers, and a wiz-kid at responding to emails. Whether helping a customer book their next holiday, resolving a maintenance issue with a property or just offering advice, you will use excellent listening and communication skills to support both customers and owners.
We take huge pride in our hands-on service provided to both holiday makers and owners to ensure their holidays and properties are beautifully cared for.
Keepers Cottages is a growing business and by joining the Keepers family you will need to understand our mission and love the brand, but we will support and develop you on the journey.
Apart from joining a growing company with a great work culture, we also offer competitive salaries and benefits:
1. Up to 20% discount on our beautiful holiday homes for you, family, and friends
2. Lovely office near Deal, by the sea
3. Ongoing training & development
4. Birthdays off
40 Hours a week; Monday to Friday with Saturdays on rotation (one per month) with time in lieu.
Duties, responsibilities and expectations:
1. Assist managing the enquiries, owners and other team inboxes - taking calls, responding to emails and WhatsApp messages etc.
2. Build relationships with property owners and potential guests to offer advice and deal with various queries.
3. Administration with onboarding of new property owners and uploading properties to the website.
4. Administration supporting our property management team and business development manager.
5. Managing enquiries, chasing and converting enquiries.
6. Arrangement of legal documents such as gas safety checks for properties every year.
7. Arranging suppliers to carry out various jobs to resolve maintenance issues at properties.
8. Daily property visits to help and spot check the cleaning team, and learn and absorb the property generally to help you deal with enquiries from both owners and customers.
9. Motivated by results whether it be matching a customer to their holiday home or keeping our property owners happy.
10. Customer care and complaint management supported by management team.
11. Responding to reviews.
The nature of the industry requires some Saturdays, bank holidays and even some evenings. We all have a good home/work balance but we all have passion for what we are doing.
Minimum Requirements:
1. Previous experience in customer service/Admin role preferably in property management, lettings or travel but anything similar.
2. Excellent communication skills.
3. Good computer skills and ability to learn a software with training.
4. Previous experience in customer service role (min 2 years).
Above all we require a positive and enthusiastic approach. Our owners, guests and suppliers are at the centre of everything we offer and we expect you to do your best to make their experience of Keepers as positive as possible. We’re still a small team and therefore need everyone to be adaptable to support each member of the team.
Office based role in our lovely office in Walmer CT14 7DU.
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