About the Role
Do you hold a talent for delivering the very best Customer Service? Are you service-driven, with a knack for resolving issues? Are you keen to make every interaction with our valued Owners memorable?
Joining our dedicated, driven team of Specialists, you who will join us on the frontline of our business, resolving a wide range of queries from our top, key accounts Owners, building trusting relationships and having a positive impact whilst retaining our premium accounts. ?
In return for your hard-work, we can ensure you join a vibrant, inclusive work culture and make the most of fantastic career progression opportunities alongside some impressive company benefits!
Starting with us on 01st July 2024 or 15th July 2024
Paying a salary up to £22,308 per / 37.5 hours
Working hours cover 5 days out of 7, 9am-5.30pm or 10.30am-7pm
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 anadditional day off for your Birthday
Plus an additional two volunteering days per year
A flexible hybrid-working policy
An enhanced maternity and paternity policy
Personal development and opportunities to be recognised
Study support for additional qualifications, courses and accreditations
Numerous dedicated wellbeing initiatives and access to 24/7 mental health support
On-site gym at our Chester HQ
Due to a surge in the UK staycation industry and a growing number of new Owners joining our portfolio, our Premium Accounts team are key to ensuring we continue to deliver the very best to our valued Owners!
With a natural drive and a talent for building rapport, we are now on the lookout for an enthusiastic and self-motivated new Specialist, able to hit the ground running within our fast-paced, dedicated Premium Account Management Team.
This role will be crucial in enhancing the experience and service for our top key account Owners and is crucial in building trust and strengthening these business-to-business relationships.Showcasing your passion for going above and beyond, you will be responsible for retaining our premium account Owners, maximizing and improving booking levels and revenue and harnessing business development opportunities to drive Owner NPS by offering a first-class service!
Due to a surge in the UK staycation industry and a growing number of new Owners joining our portfolio, our Premium Accounts team are key to ensuring we continue to deliver the very best to our valued Owners!
With a natural drive and a talent for building rapport, we are now on the lookout for an enthusiastic and self-motivated new Specialist, able to hit the ground running within our fast-paced, dedicated Premium Account Management Team.
This role will be crucial in enhancing the experience and service for our top key account Owners and is crucial in building trust and strengthening these business-to-business relationships.Showcasing your passion for going above and beyond, you will be responsible for retaining our premium account Owners, maximizing and improving booking levels and revenue and harnessing business development opportunities to drive Owner NPS by offering a first-class service!
Your Responsibilities
We are looking for those who can share in our passion for providing the very best to our Owners, going the extra mile to ensure they are put first and driving to deliver excellence!
From day one within your new role, you will hit the ground running within the following:
Working directly with the Premium Account Managers to support all aspects of the relationships with our top premium account owners
Production of monthly reports to analyse owner performance and revenue, identifying any changes in owner rankings and instigating the re-categorisation of key accounts where needed
Completing comprehensive proactive reviews on key accounts, identifying all opportunities to enhance performance
Coordinate with the relevant internal stakeholders to implement solutions and present recommendations back to the owner
Tracking delegated actions from owner visits through to successful conclusion, engaging other areas of the business
Creating strong relationships with owners via phone and email, building rapport and trust
Utilising objection handling techniques to overcome challenging situations and display a high level of confidence and ability in managing and resolving conflict
Demonstrating excellent teamwork, working alongside the Premium Account Managers and Owner Development to deliver exceptional service for our owners, driving owner NPS score to reach target
Recognising any other opportunities, such as additional properties and investment potential
Consistently demonstrate passion for the business and the role
Skills and Qualifications
We know what kind of people we want in our team, someone who is driven, sociable and confident!
We will provide full training on our range of systems and customer skills, all driven by our inhouse Training Team, dedicated to ensuring you get off to the best start in your new role.
We are first and foremost looking for those with customer-focussed experience as well as:
Outstanding verbal and written communication skills with a sharp focus on attention to detail
Ability to work independently and as part of a close-knit team
Strong research, analytical and problem-solving skills
Excellent negotiation and influencing skills with a commercial emphasis
Ability to build rapport and to create and nurture strong relationships
Capacity to multi-task and effectively prioritise workloads to meet essential deadlines
Sound knowledge of MS office (Windows, Word, Excel)
...although standouts will also have:
Previous Account Management experience
Working knowledge of Tableau reporting
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
Sykes Holiday Cottages is a business with big dreams and bursting with ambition. We have pinned our sights on becoming the UK's number one holiday rental agency and will stop at nothing to reach our goal, combining over 30 years industry experience with our fierce company drive to become the best in the market for what we do. What started as a small, family-run company has now grown to be an 2000-strong workforce of ambitious, passionate professionals working under the Forge Holiday Group parent brand.
The Forge Holiday Group encompasses Sykes Holiday Cottages, Forest Holidays, UKcaravans4hire and Bachcare in New Zealand and unites us under four company values, which are the foundations of every aspect of our business and remain at the heart of everything we do. By Being 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.
Sykes Holiday Cottages is extremely proud to be B Corp Certified, which means we are part of a global community of businesses leading a worldwide movement for an equitable, inclusive and regenerative economy.
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 recognise 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 are happy to help.
Hybrid Working:
We are proud to support hybrid-working across the business, with a mixture or remote and office working available. This will be discussed during your interview.
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