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Customer and Owner Relations Specialist
At Sykes Cottages, we are experiencing a significant increase in bookings, due to a huge surge in demand for UK holidays. We are expanding our Operations team to meet this high demand, with the best and brightest local talent

We are therefore looking for our latest team of Customer and Owner Relations Specialist's to join our wider Operations department at our Chester head office which stands as one of our longest established departments in our 27-year business. We are immensely proud of each and every one of our team members, who have each strived to become true experts in their area – using their outstanding knowledge to build long standing, trusting relationships with our customer and owners to exceed their monthly business targets and lead Sykes Cottages from the front. Our Operations team act as the driving force in our ongoing success and are one of our most continuously successful areas of our entire business.

The role of Customer and Owner Relations Specialist will see you resolve issues or complaints that may occur before, during or after a holiday in one of our properties. You will be communicating and liaising with both customers and owners either via telephone or email or feedback platform to find a solution satisfactory to all parties to ensure our customers have the best experience possible whilst holidaying with Sykes.

Our newest Customer and Owner Relations Specialist will have the following key skills:
Essential to have:
- Previous experience in a customer-facing customer service role in a contact centre environment
- Strong negotiation skills and a commercial mind-set
- Excellent communication skills

Nice to have:
- Conflict resolution experience and/or training
- Experience of working in the travel sector
- Complaint handling experience
As our newest Customer and Owner Relations Specialist you will be responsible for the following:
- Responding to and successfully resolving customer and owner complaints within agreed service level targets
- Quickly investigating and understanding issues or complaints and coming up with a commercially-sensible solution, acceptable to all parties
- Maintaining thorough and detailed written records of all issues or complaints
- Proactively identifying potential issues and resolving these quickly to minimise impact
- Escalating any urgent/ high-priority issues/complaints in line with company policies
- Provide a professional and compassionate service that converts potential complainants into advocates for the brand

Please note: Applicants must be available to start on Mon, 17 May 2021 or Mon, 21 June 2021

Working hours will be on a shift basis working 37.5 hours per week between 9am and 7pm over a 7-day week including weekends. Hours will change to 9am – 9pm during peak times
21 Jun 2021
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