Best of Suffolk part of Sykes Holiday Cottages, have the exciting opportunity for an Account Manager to join our bustling Cornwall team Contract Type: 9-month Maternity Cover. Salary: Up to £25,000 per annum, plus on call opportunity to earn £350-£525 extra per week. Work Days & Hours: 40 hours per week / Monday to Saturday 9am-5.30pm (with a day off in the week) plus on call on a rota basis. Working Location: Office based at our office in Badingham, Suffolk. Team: Owner Experience Reporting to: Owner Experience Manager About Us Best of Suffolk was founded in 2006 with just six properties, on a mission to bring the standards of boutique hotels to self-catering accommodation. The team have successfully grown our award-winning business year-on-year which now represents over 300 stylish places to stay in Suffolk. In July 2021 Best of Suffolk joined forces with Sykes Holiday Cottages. About the Role As an Account Manager, you’ll play a crucial role in delivering exceptional experiences for both holidaymakers and property owners. You’ll be the primary point of contact for owners, offering expert guidance, proactive support, and efficient issue resolution. With strong communication skills and a customer-focused mindset, you’ll navigate multiple channels to ensure timely and effective solutions, always aiming to enhance satisfaction and build long-lasting relationships. If you excel at problem-solving and relationship-building, this role offers the chance to make a real impact while contributing to creating unforgettable holiday experience for our Customers Alongside your daily duties, you will have the opportunity to earn between £350-£525 extra per week as part of our on call team. You will cover our on call phone lines used for escalation issues with our guests on a rota basis covering 1 week in 4 alongside the rest of the team. Operating once a month, you will cover the on call phone, receiving urgent guest issues and triaging to the appropriate team efficiently. In return you will receive additional payment of £50 per night, or £75 per night if calls come in past 10pm. Your Responsibilities As Account Manager, you will be responsible for the following areas of accountability: 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 resolution 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, as such requires travel, so own car and driver is essential. Skills and Qualifications 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. All we ask if 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 skills 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. Strong MS excel skills. Knowledge of the local area. Sykes Cottages Company Benefits: 33 days annual leave (including bank holidays), plus an extra day off to celebrate your birthday. Access to our annual STIP (annual company-wide bonus) scheme with an additional 10% of your salary Two additional paid volunteering days per year An enhanced maternity and paternity policy Opportunities for career progression, personal development and opportunities to be recognised Inclusive and supportive work environment with wellbeing initiatives and access to 24/7 mental health support Employee discounts and wellbeing initiatives Comprehensive training and development opportunities Diversity and Inclusion: 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. If you are actively seeking your next career challenge, keen to join a diverse, exciting team, we welcome you to get in touch or apply