Customer Service Advisor

About the Role Are you a natural at building rapport?Have a talent for problem-solving? or eager to try a new career within a leading name in holiday industry... Carbis Bay Holidays, part of the Sykes Holiday Cottages family, have the exciting opportunity for an Owner Experience Executiveto join our bustling St Ives team! In return for your hard-work, we can ensure you join a vibrant, inclusive work culture, make the most of fantastic career progression opportunities and make the most of our fantastic company benefits!
Paying a salary of of £22,308 / Monday to Saturday / 9am-5.30pm (with a day off in the week)
Plus access to our annual STIP scheme up to 10% of your salary
33 days annual leave including bank holidays
Plus anadditional day off for your Birthday
Plus an additional two volunteering days per year
Enhanced maternity and paternity policy
Inclusive and supportive work environment
Employee discounts and benefits with your wellbeing at the centre
Opportunities for career progression, personal development and opportunities to be recognised
Comprehensive training and development programs to set you up for success
Study support for additional qualifications, courses and accreditations
Numerous dedicated wellbeing initiatives and access to 24/7 mental health support
Joining us as a key player during our busy booking season you will ensure we deliver a exceptional experience to our holidaymakers, all the while instilling trust and efficiency along the way! Responding to our Guests on a diverse range of issues, you will man multiple communication channels to ensure quick resolve between Guests and Owners, and ensuring the perfect holiday experience for all parties. Showcasing your talent in problem-solving and rapport building, this is the perfect opportunity for those looking to make a real difference for our Owners, whilst contributing to creating unforgettable holiday experiences or our Customers!
Your Responsibilities Reporting into Owner Experience Team Manager, a typical day will see you:
Responding to a holidaymaker and owner issues through multiple communication channels within agreed service level targets
Ensuring issues are brought to a resolution that satisfies both our holidaymakers and our owners.
Maintaining thorough and detailed written records of all issues, whether that be on the booking profile or the owner profile.
Proactively monitoring and working with owners to improve property performance.
Escalating any urgent/ high-priority issues where appropriate to senior leadership.
Managing lost property from our departed guests
Providing support to owners to help them ensure that their property is compliant with health and safety regulation.
Responding to guest feedback and working with owners to ensure our NPS continues to grow.
Covering Out of Hours emergency phones on a Rota basis, as such requires travel, so own car and driver is essential
Working closely with housekeeping and maintenance teams (in brands where we have property services) to ensure that communication is efficient, and we deliver a world class experience for our holidaymakers and owners.
Being part of an emergency on-call rota, 7 days per week to ensure we deliver a round-the-clock service for our holidaymakers.
Being a keyholder for our Regional Brand offices, ensuring our work environments are maintained in line with health and safety regulations.
Supporting our QAs from time-to-time by completing thorough property checks to keep our properties in tip top shape all year around.
Arranging guest key collection, where required

Skills and Qualifications We are seeking passionate problem solvers, team players and enthusiastic individuals with excellent communication skills to add to the fantastic culture of our team. Whilst experience in a similar role is advantageous, we will provide everything you need to succeed, training you up within our bustling team and supporting you every step of the way! All we ask if you have the following:
Previous experience in a customer service or customer relations related role
Excellent attention to detail.
Outstanding communication skills, both written and verbal.
Strong interpersonal skills and experience of working in a team.
Strong negotiation skills.
Computer literate, specifically in MS office.
Able to work under own initiative.
Able to work to 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.
If you are actively seeking your next career challenge, keen to join a diverse, exciting team, or want to grow your career within an industry leader, we welcome you to get in touch or apply!

Who we are Carbis Bay Holidays are an established holiday rental agency in beautiful St Ives and we have been providing luxury self-catering holidays since 2000. We fell in love with Carbis Bay, St Ives and its West Cornwall surroundings through our early family holidays and its been a love affair ever since. Our team truly know and love Carbis Bay, St Ives and the surrounding area - we are passionate about what we do and are constantly looking to add the best local talent to work alongside us in our two beautifully located offices.

Diversity and Inclusion:
Here at the Sykes Cottages Family, 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.

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