Account Manager

Sykes Holiday Cottages; Horsham; On-site; GBP 25,000 - 30,000

Job description

About The Role

Are you a natural at building rapport? Have a talent for problem-solving? Looking for an exciting new career with a leader in the holiday industry?

Best of Suffolk, part of Sykes Holiday Cottages, have the exciting opportunity for an Account Manager to join our bustling Badingham 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 enjoy our fantastic company benefits!

• Paying a salary of £25,000 per annum plus on call opportunity to earn £350-£525 extra per week.
• 37.5 hours per week / Monday to Saturday 9am-5.30pm (with a day off in the week) plus on call on a rota basis.
• Based 100% onsite at our Badingham offices.
• Access to our annual STIP scheme up to 10% of your salary.
• 33 days annual leave including bank holidays.
• An additional day off for your Birthday.
• 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 recognition.
• 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.

As a key player during our busy booking season, you will ensure we deliver an exceptional experience to our holidaymakers, instilling trust and efficiency along the way! You’ll manage multiple communication channels, providing timely and effective solutions to ensure memorable holidays for both guests and property owners.

Alongside your daily duties, you will have the opportunity to earn between £350-£525 extra per week as part of our on-call team. You will cover our on-call phone lines used for escalation issues with our guests on a rota basis, covering 1 week in 4 alongside the rest of the team. Operating once a month, you will cover the on-call phone, receiving urgent guest issues and triaging them to the appropriate team efficiently. In return, you will receive additional payment of £50 per night, or £75 per night if calls come in past 10pm.

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, while contributing to creating unforgettable holiday experiences for our Customers!

Your Responsibilities

• Responding to any holidaymaker and owner issues through multiple communication channels within agreed service level targets.
• Primary and direct contact for owners of local brand and support to other brands as required.
• Ensuring quick, satisfactory resolution of issues for holidaymakers and owners.
• Maintaining accurate, detailed records of all interactions, whether that be on the booking profile or the owner profile.
• Proactively monitoring and collaborating with owners to enhance property performance.
• Escalating urgent or high-priority issues to senior management when necessary.
• Supporting owners with health and safety compliance guidance.
• Owner retention through creating advocacy and maintaining effective communication.
• Working collaboratively with colleagues in Property Services, Quality and Revenue management to identify resolution to owner queries or complaints.
• Responding to guest feedback and working with owners to ensure our NPS continues to grow.
• Covering Out of Hours emergency phone on a Rota basis, requiring travel, so own car and driver is essential.

Any other duties are within the scope, spirit, and purpose of the job as requested by your line manager.

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. While 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!

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.

All we ask is that you have the following:

• Previous experience in customer service or customer relations.
• Excellent attention to detail.
• Outstanding communication skills, both written and verbal.
• Strong interpersonal skills and negotiation skills.
• Confident working within a team.
• Computer literate, specifically in MS Office.
• Able to work under own initiative and meet 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.

Who We Are

Best of Suffolk was founded in 2006 with just six properties, on a mission to bring the standards of boutique hotels to self-catering accommodation. The team have successfully grown our award-winning business year-on-year which now represents over 300 stylish places to stay in Suffolk. In July 2021, Best of Suffolk joined forces with Sykes Holiday Cottages.

Diversity and Inclusion:

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 recognize 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 is happy to help.

Apply now to be a part of our inclusive and supportive work environment, where you'll find excellent opportunities for career progression and personal development!