Menai Holiday Cottages, part of Sykes Holiday Cottages, have the exciting opportunity for an Account Manager to join our bustling Pwllheliteam
Salary:Up to £25,000 per annum.
Work Days & Hours: 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.
Working Location: Office Based inPwllheli
Team:Owner Success
Reporting to:Owner Experience Manager
About Us
'Menai Hols' as it's affectionately known by those who work here, wasestablished over 35 years agoand is nowNorth Wales’s leading local holiday letting agency. From humble beginnings as a small family-run company to being one of the leading holiday letting agencies in North Wales, our success relies upon standing by our founding principles. Working closely with property owners and customers, who remain at the heart of our business. We are part of Sykes Holiday Cottages. This means our owners get both the support and marketing of a local and national holiday let agency.
About the Role
As an Account Manager, you’ll play a crucial role in delivering exceptional experiences for both holidaymakers and property owners.You’ll be the primary point of contact for owners, offering expert guidance, proactive support, and efficient issue resolution. With strong communication skills and a customer-focused mindset, you’ll navigate multiple channels to ensure timely and effective solutions, always aiming to enhance satisfaction and build long-lasting relationships.
If you excel at problem-solving and relationship-building, this role offers the chance to make a real impact while contributing to creating unforgettable holiday experience for our Customers!
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 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.
Your Responsibilities
As Account Manager, you will be responsible for the following areas of accountability:
* 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, as such requires travel, so own car and driver is essential.
Skills and Qualifications
ByBeing One Team, Owning it, Communicating Honestly and showcasing a devotion toLearning, 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 if you have the following:
* Learning to or a valid driving licence is required due to travel to properties
* 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.
Sykes Cottages Company Benefits:
* Annual STIP Company-wide Bonus Scheme offering an additional 10% of your salary through our performance-based bonus program
* 33 days of annual leave includingbank holidays, plus up to 5 extra days with long service
* A day off to celebrate your Birthday
* Two paid Volunteering Daysoff annually
* One of only 1000 BCORP-certified companies in the UK
* Enhanced Parental leave (24 weeks maternity, 3 weeks paternity at 100% pay)
* Exclusive discounts on stays for you, family and friends
* Discounts and offers with a focus on your overall wellbeing
* Health Cash Plan
* Training & Developmentprograms toset you up for success
* 24/7 mental health support and initiatives
* Employee Savings Scheme transferring directly from your salary
* Long Service Awards
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 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.
If you are actively seeking your next career challenge, keen to join a diverse, exciting team,we welcome you to get in touch or apply!
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