Customer and Owner Relations Executive

Due to continued growth our client who is one of the UK's leading and award-winning independent holiday cottage rental providers is looking for a Customer and Owner Relations Executive to join their rapidly growing team in Chester. As Customer and Owner Relations Executive, you will be responsible for providing great care and service to their holidaymakers and property owners before, during and after their holidays. Our client offers a good salary, bonus, company benefits including pension, medical insurance, enhanced maternity and paternity, holiday discount and wellness extras along with personal progression and development. This is an exciting opportunity for someone looking to progress in their career and to become a key part of a rapidly growing business in a vibrant and fun working environment.

This role will be working on a shift rota basis, which will include some weekends. 

The Role:

You will be taking inbound calls and emails, providing a positive and pro-active resolution service for any issues that customers may have before, during or after their holiday. This will vary from routine queries to complex issues and complaints, and you will need to work with the customer and colleagues across the business to achieve a solution that helps the customer have a great holiday. 

You will be responsible for managing a caseload of customer contacts, and ensuring customers receive a response within agreed service targets. You will also be responsible for keeping detailed written records of cases, and escalating any high priority cases in line with company policy.


Key Responsibilities:

  • Responding to and successfully resolving customer and 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 detailed written records of all issues
  • Proactively identifying potential complaints and issues and resolving these quickly to proactively minimise impact
  • 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
  • Identify any opportunities to upsell or cross sell appropriately with confidence and conviction

About you:

You will be a compassionate and customer-orientated team player with a commitment to great service and an ability to "think outside the box" in order to provide a solution. Previous experience in a customer services/ customer care role is essential, and you will have a strong track record of successfully resolving complaints using excellent negotiation skills. 

You will have an excellent eye for detail, fantastic communication skills and an ability to maintain detailed notes on cases. You will be proactive, reliable and have an ability to spot problems to prevent them escalating before they happen. 

Experience in a sales or cross selling role would be beneficial (but isn't essential) and conflict resolution training or experience would be welcome but is not required. Experience in the travel and/ or property sector would also be helpful, but full training will be provided. 

Essential experience:

  • Previous experience in a customer-facing customer service role
  • Strong negotiation skills and a commercial mindset
  • Excellent communication skills

Desirable Experience:

  • Conflict resolution experience and/or training
  • Experience of working in the travel sector

Personal attributes:

  • Driving Innovation and Change
  • Achieving Together
  • Communicating Honestly
  • Growing and Learning
  • Earning Trust
  • Other personal attributes are:
  • Good communicator - strong empathy and friendliness and a positive demeanour
  • Reliable and punctual
  • Able to convey ideas logically and systematically
  • Excellent time management skills – able to manage own caseload and work to SLA deadlines
  • Results-driven
  • Creative approach to problem solving – able to think outside the box to come up with a solution 


  • 28 days holiday (including bank holidays)
  • Annual bonus scheme
  • Staff pension
  • Private Medical
  • Death in Service payment
  • Subsidised park and ride passes
  • Enhanced maternity and paternity pay
  • Long service awards - cash payments and increases in holiday allowances
  • Staff discount on cottage holidays
  • Free worldwide travel insurance (including family members)
  • Wellness extras, including free annual flu jabs, reflexology sessions and free fruit supplied in the office 

If you feel that this could be the right role for you then apply now and we’ll be in touch.

  • Date Posted:
    16th October 2019
  • Location:
  • Salary:

To discover more, please get in touch...