Quality and Performance Executive - Chester, United Kingdom - Skyes Cottages

Skyes Cottages

Verified Company

Chester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About the Role:

Are you a natural at building rapport and hold a keen eye for detail? Have a talent for dealing with and resolving issues? Looking to showcase your skills within a fantastic team during one of our busiest seasons to date?

Showcasing your strong rapport building skills and customer-relations experience, we are welcoming our newest agent to our Quality and Performance Team at our Chester Head Office.

Joining us on 04th March 202- Paying a salary of up to £20,500 per annum plus OTE of £200 pcm, working 5 days out of - 9am-5.30pm or 9.30am-6pm to include weekends.

- Fantastic career progression and opportunities to grow and develop your skills

33 days annual leave incl bank holidays plus your Birthday off + two paid volunteering days per year

A flexible hybridworking policy post probation period
An enhanced maternity and paternity policy
Dedicated training and personal development opportunities
Study support available for additional qualifications, courses and accreditations
Numerous wellbeing initiatives incl 24/7 access to mental health support, free weekly breakfast + onsite gym at our Chester HQ

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Using your skills in building long lasting relationships with our valued Owners, you will be vital in ensuring their first year of their holiday letting journey runs as smooth as possible.
Highlighting your rapport building and customer relations experience, you will be managing the whole owner journey from the first day of the property being live through to 1st year anniversary, hand-holding Owners through their first booking, monitoring property booking performance and carrying out regular performance-based checks to ensure property owners meet their income and booking projections

We want to hear from those who can use their business knowledge to shine within a fast-paced team, who holds a natural flair for building rapport and can embed trust and reassurance in our Owners, hand-holding them through the busiest period in our holiday calendar and managing through their first year.

This is the perfect opportunity for those who are independent and able to think on their feet to form strong working relationships with Owners, understanding their motivations, addressing their concerns, keeping in touch with them regularly.

Your Responsibilities:

We are looking for those who can share in our vision for delivering the very best in service to our Customers as you deliver in the following areas:

Working both proactively and reactively where required to relationship manage the whole owner journey from the first day of the property being live, through to 1st year anniversary
Congratulate and prepare the property owner for their first booking
Monitor property booking performance and carry out regular performancebased checks to ensure property owners meet their income and booking projections
Keep a keen eye on customer feedback, address concerns and congratulate the owner where necessary
Support the Quality & Performance in ensuring owners have proactive and regular contact with the team
Prepare both the owner and property for handover to our BAU Owner Relations team once they've been live 12 months
To create an environment oriented to trust, open communication, creative thinking and a collaborative approach
A flexible approach to the role is required
Any other duties as are within the scope, spirit and purpose of the job.

Skills and Qualifications:

We know what kind of people make our team a success, someone dedicated to building personal, trusting relationships with Owners, remaining professional and courteous at all times.

To be successful within this position, we ask you have the following:

Previous experience in a customer-facing customer service role in a contact centre environment
Experience in building relationships and rapport with owners
Excellent communication skills, both written and verbal.
Selfmotivated & excellent time management skills
Computer literacy, familiar with Microsoft Word and Excel

Although standouts will also have:

A knowledge of the UK holiday let industry
Experience in retention
Experience of Data Analysis tools such as Excel and Tableau

This is a fantastic opportunity for those looking to step into their newest challenge, working closely with Owners to make every interaction memorable

If this sounds like you? you love what we are about? or keen to to leap into your latest career challenge, we want to hear from you

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 ambitio