Are you passionate about building strong relationships? Have a talent for problem-solving? Are you ready for an exciting new career with a leader in the holiday industry?
Lyme Bay Holidays, part of the Sykes Holiday Cottages family, have the exciting opportunity for an Account Manager to join our bustling Lyme Regis teams!
In return for your hard work, we can ensure you join a vibrant, inclusive work culture, make the most of fantastic career progression opportunities and enjoy our standout company benefits!
Paying a salary of £25,000 per annum
37.5 hours per week / Monday to Saturday 9am-5.30pm (with a day off in the week).
Plus access to our annual STIP scheme up to 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
Enhanced maternity and paternity policy
Inclusive and supportive work environment
Employee discounts and benefits with your wellbeing at the centre
Opportunities for career progression, personal development and recognition
Comprehensive training and development programs to set you up for success
Study support for additional qualifications, courses and accreditations
Numerous dedicated wellbeing initiatives and access to 24/7 mental health support.
Joining us as a key player during our busy booking season, you will ensure we deliver an exceptional experience to our holidaymakers, all the while instilling trust and efficiency along the way!
You’ll manage multiple communication channels, providing timely and effective solutions to ensure memorable holidays for both guests and property owners.
Showcasing your talent in problem-solving and rapport building, this is the perfect opportunity for those looking to make a real difference for our Owners, whilst contributing to creating unforgettable holiday experiences for our Customers!
Your Responsibilities
Reporting to the Owner Success Manager, a typical day will see you:
* Responding to any holidaymaker and owner issues through multiple communication channels within agreed service level targets.
* Primary and direct contact for owners of local brand and support to other brands as required.
* Ensuring quick, satisfactory resolution of issues for holidaymakers and owners.
* Maintaining accurate, detailed records of all interactions, whether that be on the booking profile or the owner profile.
* Proactively monitoring and collaborating with owners to enhance property performance.
* Escalating urgent or high-priority issues to senior management when necessary.
* Supporting owners with health and safety compliance guidance.
* Owner retention through creating advocacy and maintaining effective communication.
* Working collaboratively with colleagues in Property Services, Quality and Revenue management to identify resolutions to owner queries or complaints.
* Responding to guest feedback and working with owners to ensure our NPS continues to grow.
* Covering Out of Hours emergency phone on a Rota basis, which requires travel; therefore, own car and driver is essential. Any other duties are within the scope, spirit and purpose of the job as requested by your line manager.
Skills and Qualifications
We are seeking passionate problem solvers, team players, and enthusiastic individuals with excellent communication skills to add to the fantastic culture of our team.
Whilst experience in a similar role is advantageous, we will provide everything you need to succeed, training you up within our bustling team and supporting you every step of the way!
ByBeing One Team, Owning it, Communicating Honestly and showcasing a devotion to Learning, Growing and Innovating, we remain true to our original ethos and ensure we stay true to our Customers, Owners, and Colleagues alike.
All we ask is that you have the following:
* Previous experience in customer service or customer relations.
* Excellent attention to detail.
* Outstanding communication skills, both written and verbal.
* Strong interpersonal and negotiation skills.
* Confident working within a team.
* Computer literate, specifically in MS Office.
* Able to work under own initiative and meet tight deadlines.
Although standouts will also have:
* Experience working in the travel & tourism, holiday letting, or hospitality sector.
* Previous experience working in a customer-facing environment, both in person and on phones.
* Knowledge of the local area.
If you are actively seeking your next career challenge, keen to join a diverse, exciting team, or want to grow your career within an industry leader, we welcome you to get in touch or apply!
Who we are
We have over 40 years’ experience providing unforgettable holidays in Lyme Bay and the surrounding areas. Excellent customer service is at the heart of our mission; our local Lyme Regis-based team is always on hand to help, offering a friendly personal service to our guests and property owners.
Diversity and Inclusion:
Here at the Sykes Cottages Family, we encourage and welcome our people to bring their authentic and best selves to work every day. We know the power that comes from different ideas, backgrounds, and perspectives. We recognize the role diversity plays in achieving our goals as a business. We actively welcome applications from as wide a range of backgrounds as possible. If you need any particular support or accommodations as part of your application process, please get in touch - our recruitment team is happy to help.
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