Customer and Owner Relations Team Manager

Salary: £30,000 – £34,200 per year

My client is experiencing a significant increase in bookings due to a huge surge in demand for UK holidays. As such they are undergoing one of their biggest periods of growth to date and are actively seeking the best and brightest local talent to join us in their journey to connect 3 million happy holidaymakers with 35,000-holiday homes by 2023!

My client is a business with big dreams and bursting with ambition. They have pinned their sights on becoming the UK’s number one holiday rental agency and will stop at nothing to reach their goal, combining their 27+ years of industry experience with their fierce company drive to become the best in the market for what they do.

What started as a small family-run company has now grown to be a 900 strong workforce of ambitious, passionate professionals spread across the UK, Ireland and New Zealand at a growing number of Regional Sister Brands and at their Chester head office.

Amongst their ongoing growth, they are now seeking their latest Team Manager to join their Customer and Owner Relations team, who sits on the frontline of Customer and Owner communications.

As their newest COR Team Manager, you will play a crucial role in leading and motivating a team of complaint handlers to succeed. This is a demanding area of their Operational function and requires a strong leader to support and drive behaviours and accountability.

The Customer & Owner Relations Team Manager must have proven leadership experience and a track record of achieving results, alongside delivering outstanding customer service and quality. They must put the customer and owner at the heart of every decision made.

Position: Customer and Owner Relations Team Manager

Location: Chester

Salary: 28.5k Pounds per annum

As the newest Customer and Owner Relations Team Manager, you will hold the following key skills:

Essential Skills:
• Previous Call Centre Management experience
• Proven track record in driving results
• Skilled in negotiation and complaint resolution
• Proven track record in motivating a team
• Excellent time management and prioritisation skills
• Ability to recognise problems and areas for improvements
• Strong communication skills
• Experience in conflict management

Desirable Experience:
• Knowledge of HR policies, practices and procedures
• Experience of working in Customer & Owner Relations

Key Responsibilities

As the newest Team Manager, you will work alongside the team of Managers, each looking after a dedicated team of Customer and Owner Relations Specialists.

You will be reporting directly to the Head of Customer and Owner Relations and will be responsible for the following:

• Leading a team of Customer & Owner Relations Specialists whilst working with the Team Managers to manage the day to day performance of the department
• Accountable for a fun and dynamic environment
• Managing the teams’ performance
• Work in partnership with other areas of the business regarding customer & owner feedback and retention
• Identify areas for improvement and make recommendations to the senior management
• Motivate, mentor, train and support team members
• Ensure all team members adhere to FCA regulations
• Understand all organisation’s products, services, procedures, guidelines
• Ensure that all HR and people management processes are managed in line with Company guidelines

Working Hours: Your working hours will be 37.5 per week to be worked 5 days out of 7 covering 9 am-7 pm (you may be asked to work 9 am-9 pm during peak times).

Shift patterns will run from 9 am-5.30 pm, 10.30-7 pm or 12.30-9 pm at super peak.

Benefits: Pension

Contact Person: Elvis Eckardt