Owner Experience Team Manager

We are thrilled to be seeking a brand new Owner Experience Team Manager to be based out of our offices in Lyme Regis.
?? Paying a salary circa £28,500 - £33,000 per annum working 37.5 hours Monday- Saturday 5/6 9.00am - 5.30pm
?? Plus access to our annual STIP (annual company-wide bonus) scheme with an additional 10% of your salary
�?? 33 days annual leave including bank holidays
�? Plus an additional day off for your Birthday
?? Plus an additional two volunteering days per year
�? An enhanced maternity and paternity policy
?? Personal development and opportunities to be recognised
�? Study support for additional qualifications, courses and accreditations
?? Numerous dedicated wellbeing initiatives and access to 24/7 mental health support
?? Regular social events including weekly Breakfast Club and 'Bring your Dog to Work' day!
�? Unique company culture.

We are excited to be welcoming our newest addition to our Owner Experience team.

Our newest Owner Experience Team Manager will become a key player within our team, responsible for:

-Accountability for the management and leadership of a team of Owner Experience executives, including premium accounts and nurturing year 1 owners.

-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.

-Owner retention through creating advocacy and effective communication.

-Managing team that are primary contact for owners of own brand and support other brands as required.

-Proactively monitoring and working with all owners including premium owners to improve property performance.

-Reporting regularly on premium owner performance.

-Escalating any urgent/ high-priority issues where appropriate to senior leadership.

-Providing support to owners to help them ensure that their property is compliant with health and safety regulation.

-Managing a team with responsibility for coaching and development.

-Driving key results across NPS, property compliance, stock quality and retention.

?-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.

-Managing and scheduling an emergency on-call rota, out of hours is 7 days per cover 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 Quality Assurance requirements from time-to-time by completing thorough property checks to keep our properties in tip top shape all year around.

-Meeting with owners to build and maintain strong relationships.

-Knowledge of compliance and regulations to guide team and owners as required.

-Deputising for the Owner Experience Manager in their absence.

-Dealing with owner and guest escalations as and when required.

-Covering Out of Hours emergency phone on a Rota basis, as such requires travel, so own car and driver is essential

We are looking for those who can share in our company goals, values and ethos, who can grow alongside us and whose skills can aid our ongoing success!
By Being One Team, Owning it, Communicating Honestly and showcasing a devotion to Learning, Growing and Innovating, we remain true to our original ethos and ensure we stay true to our Customers, Owners and Colleagues alike.
First and foremost we are interested in those who have the potential to hold these values, as for this position, we ask you to have the following key skills:

• Excellent attention to detail.
• Outstanding communication skills, both written and verbal.
• Experience of managing teams.
• Experience of analysing and interpreting reports.
• Strong negotiation skills.
• Computer literate, specifically in MS office.
• Able to work under own initiative.
• Able to work to tight deadlines.

• 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.
• Ability to adapt to systems.
• Knowledge of the local area.
• Experience working with HNW clients and in luxury sectors.
• Account management.

We have over 40 years' experience providing unforgettable holidays in Lyme Bay and the surrounding areas. Excellent customer service is at the heart of our mission, our local Lyme Regis based team are always on hand to help, offering a friendly personal service to our guests and property owners.