Role: Issue Resolution Executive Location: Burton-on Tre nt Contract Type: 12 month FTC to cover maternity leave, Full time, 5 days a week. The Role This maternity cover role as Issue Resolution Executive is responsible for providing exceptional support to guests in resort by handling complaints, resolving issues efficiently, and ensuring guest satisfaction. Working closely with suppliers, local representatives, and internal teams, the position calls for strong problem-solving skills, a proactive approach, and a commitment to delivering outstanding service throughout the maternity cover period. Working various shift patterns of 37.5 hours per week (in 5 shifts across a seven-day period, 7.5 hours per shift), you will provide excellent levels of service and focus on a first-time resolution for our guests. Shifts cover our opening hours of 08:00 to 20:00, every day of the week, so you will be required to work alternate weekends. The role is based in our head office in Burton-on-Trent and offers hybrid working (3 days a week are required in the office). Full Job Description: Issue Resolution Executive - MAT COVER To apply, please provide your CV and covering letter. We aim to respond within 7 days. We are dedicated to creating a diverse and inclusive workplace where all candidates feel welcomed and supported. To ensure everyone has an equal opportunity throughout the application process, we welcome you to get in touch. Our team is here to assist you at every step, whether you require additional information, or support to navigate the application process. We believe that promoting diversity and inclusion enriches our organisation, and we are committed to helping all candidates showcase their talents and potential - [email protected] About Solmar With over 30 years in the villa holiday business and sending thousands of guests on unforgettable holidays every year, Solmar Villas is proud to be part of DERTOUR UK, one of Europe’s leading travel groups and the travel and tourism division of the REWE group. Specialising in villa holidays with private pools, Solmar Villas offers a wide range of villas spread across over 30 destinations in Europe and the USA – including Spain, Portugal, Greece and Florida. With over 2000 villas to choose from, spanning from collections perfect for couples to villas big enough to bring all the family, there’s something for everyone on a Solmar Villa holiday. Responsibilities Operational Duties Act as the first point of contact for guests experiencing issues in resort, communicating professionally and empathetically via phone, email, and other channels. Proactively resolve guest concerns by using sound judgement and initiative, ensuring outcomes are in the best interest of both the guest and the company. Maintain accurate records of all guest issues, ensuring updates are logged systematically. Work closely with suppliers, villa managers, and local representatives to resolve reported concerns promptly and professionally. Keep guests informed of progress on reported issues, ensuring updates are provided until a satisfactory resolution is confirmed. Accurately process any required amendments, cancellations, or rebookings within internal systems and supplier records. Handle villa moves efficiently, ensuring a smooth transition for affected guests while maintaining company standards. Identify areas for process improvement within issue resolution, recommending enhancements to the Team Leader. Provide urgent support as part of the Crisis Management Team when required. Guest Experience & Service Excellence Maintain a guest-focused approach, ensuring swift and effective resolution of all concerns. Ensure that all guest issues are triaged appropriately and escalated only when necessary, following company guidelines. Assist guests with additional service requests, liaising with internal teams to enhance their holiday experience. Support the implementation of service recovery initiatives, ensuring guest satisfaction post-resolution. Collaboration & Communication Work closely with the Holiday Helpline Team Leader to ensure consistent service delivery and adherence to best practices. Collaborate with the Concierge, Guest Care, and Overseas teams to create a seamless guest experience. Build and maintain strong working relationships with external partners, ensuring a proactive approach to problem resolution. Other Responsibilities Provide cover within the UK operations team when required, supporting Concierge and Guest Care teams as needed. Undertake additional duties as reasonably requested by the company or management. About you You will have Excellent communication and interpersonal skills. Strong problem-solving ability and a proactive mindset. Ability to remain calm and professional in high-pressure situations. High attention to detail. Ability to manage multiple cases simultaneously. Experience in customer service, complaint handling, or a similar role preferred. Strong organisational and administrative skills. Ability to work independently while collaborating effectively with team members and external partners. Speaking several languages (desirable). What we offer Hybrid working environment (3 days required in the office per week) Cycle to work Scheme Travel perks and industry discounts Private Health care 33 days holiday (including bank holidays), plus option to purchase additional leave. Pension Study support and opportunity for training and development Electric dreams EV Salary sacrifice scheme A collaborative, ambitious culture where your voice and leadership will shape success