Owner Retention And Relationship Expert - Devon
Address: TQ13, Devon
There are 15 people in the office.
8 people who do this role already-wanting to make this up to 10.
Dealing with property owner customers or new property customers.
Day to day activities-sending out brochures, booking in appointments with Property Managers, dealing with queries, coming up with solutions.
The purpose of the Retentions Expert is to ensure that we develop and maintain strong relationships with our property owners across the West Country by providing, through shifts, a 7 day a week 9am-7pm service (9am-9pm in peak season). This will enable us to maintain high owner retention rates whilst controlling and improving the quality of properties within our portfolio.
Our Owner Relationship Team Specialists are responsible for responding to contact from owners and proactively working to find a solution satisfactory to all parties.
They will be liaising with owners, housekeepers and external suppliers to ensure the smooth running of the properties, and with managed services account managers where necessary.
= Previous experience in a customer service role. Outstanding communication skills – both written and verbal
= Strong problem solving skills
= Excellent negotiation skills with a commercial mind-set
= Able to build, manage and maintain strong relationships
= IT literate and able to learn new skills
= Conflict resolution experience/ training
= Knowledge and ability to deal with cancellations process.
= Good knowledge of Cornish Cottage Holidays and Helpful Holidays brands
= Using your own initiative to deal with every day owner queries.
= Supporting the Property Managers in the recruitment of new owners.
= Responding to and successfully resolving owner issues within agreed service level targets.
= Quickly investigating and understanding issues and coming up with a commercially sensible solution acceptable to all parties.
= Maintaining thorough and written records of all issues.
= Proactively identifying potential complaints and issues and resolving them quickly.
= Escalating any urgent/high priority issues in line with company policies.
= Provide a professional and compassionate service that converts potential complainants into advocates for the brand.
Note: This Role Profile reflects the present requirements of the post. As duties and responsibilities change and develop the role profile will be reviewed and be subject to amendment in consultation with the post-holder.
= Attend departmental meetings and represent the department at internal and external meetings.
= Recommend changes to systems and procedures to improve the efficiency of the site operations. Continually review operational practices to ensure best practice is delivered at all times.
= Work in accordance with the Data Protection Act (1998) and to ensure all new systems and data are secure.
Colleagues in the department may have access to material which is confidential or commercially sensitive in some way. It is a condition of their contract of employment that they use great discretion at all times and ensure that no confidential material is leaked from the department to unauthorised members of staff, customers or owners. Should confidentiality be breach this may lead to formal action being taken.
Other Personal Attributes
= Excellent written and interpersonal skills and the ability to challenge constructively
= Effective team leading and networking skills
= Results focused with commercial approach, understanding what is important to the business, the owners and to the customer
= Able to plan, prioritise and organise own workload and that of the team
= Confident and inspirational leader
= Excellent motivational, coaching & interpersonal skills
= Flexible and adaptable to change
= Strong negotiation and problem solving skills