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Location

Chester, Cheshire | United Kingdom

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Job description

Are you a natural at building rapport?Have a talent for resolving issues?We are seeking five new service-driven, confident and passionate professionals to join our vibrant, high-energy call centre at our Chester head office.

Joining our team of Customer and Owner Relations Specialists, you will be on the frontline of our business, resolving a wide range of queries from our valued customers and owners, building trusting relationships and having a positive impact on each and every holiday you deal with.

Starting with us on 04th March 2024

Paying a salary of up to £22,308 per annum from 1st April 2024 plus OTE of £200 pcm
️ Fantastic career progression and opportunities to grow and develop your skills
️ 33 days annual leave incl bank holidays plus your Birthday off +two paid volunteering days per year
A flexible hybrid-working policy post probation period
An enhanced maternity and paternity policy
Dedicated training and personal development opportunities
Study support available for additionalqualifications, courses and accreditations
Numerous wellbeing initiatives incl 24/7 access to mental health support, free weekly breakfast + on-site gym at our Chester HQ
???? Regular social events including monthly team outings, end of year party plus our bring your dog to work day!

Joining us during our busiest season, you will be trained up by our dedicated Training Team before hitting the ground running as we experience a boom in bookings across the business. Making up one of our newest Teams in our COR function, you will be advisingand caring for our Customer and Owner base within a team where each and every team member is nurtured and coached to become true experts in their area.

Building long standing, trusting relationships with our Customer and Owners, we are looking for those who put customer-relations first and strive to make each experience a positive one.Day-to-day you will be communicating and liaising via telephone or email, finding a solution satisfactory to all parties on a range of issues before, during or after a holiday takes place. You will also be showcasing your personality to ensure our customers have the best experience possible whilst holidaying with Sykes Cottages whilst being a valued member of our fantastic team.

This position makes the perfect opportunity to grow your customer relations skills whilst exceeding your monthly targets, making this the ideal newest challenge for those who are confident, driven to deliver the best service and are an excellent communicator.

Your Responsibilities

We are looking for those who can share in our vision for delivering the very best in service to our Customers as you deliver in the following areas:

• Responding to and successfully resolving customer and owner complaints within agreed service level targets
• Quickly investigating and understanding issues or complaints and coming up with a commercially-sensible solution, acceptable to all parties
• Maintaining thorough and detailed written records of all issues or complaints
• Proactively identifying potential issues and resolving these quickly to minimise impact
• Escalating any urgent/ high-priority issues/complaints in line with company policies
• Provide a professional and compassionate service that converts potential complainants into advocates for the brand

Skills and Qualifications

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 Honestl y 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:

• Previous experience in a customer-facing customer service role in a contact centre environment
• Strong negotiation skills and a commercial mind-set

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 Honestl y 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:

• Previous experience in a customer-facing customer service role in a contact centre environment
• Strong negotiation skills and a commercial mind-set
• Excellent communication skills

...although standouts will also have:

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

Please note: This position is a shift rota role, working 5 days out of 7 covering 9am-5.30pm or 10.30am-7pm to include Saturdays and Sundays.

Who we are

Sykes Holiday Cottages is a business with big dreams and bursting with ambition. We have pinned our sights on becoming the UK's number one holiday rental agency and will stop at nothing to reach our goal, combining over 30 years’ industry experience with our fierce company drive to become the best in the market for what we do. What started as a small, family-run company has now grown to be an 2000-strong workforce of ambitious, passionate professionals working under the Forge Holiday Group parent brand.

The Forge Holiday Group encompasses Sykes Holiday Cottages, Forest Holidays, UKcaravans4hire and Bachcare in New Zealand and unites us under four company values, which are the foundations of every aspect of our business and remain at the heart of everything we do. 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.

Sykes Holiday Cottages is extremely proud to be B Corp Certified, which means we are part of a global community of businesses leading a worldwide movement for an equitable, inclusive and regenerative economy.

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.

Hybrid Working:

We are proud to support hybrid-working across the business, with a mixture or remote and office working available. This will be discussed during your interview.

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Salary