As one of our customer service advisors, you’ll be a friendly voice on the end of the phone to holiday guests, property owners, suppliers, and a wiz-kid responding to emails. We're looking for someone who is ready to learn, and get involved. Whether helping a customer book their next holiday, resolving an issue with a property or just offering advice, you will use excellent listening and communication skills to support both customers and clients.
We take huge pride in our hands on service provided to both holiday makers and clients to ensure their holidays and properties are beautifully cared for.
Keepers Cottages is a growing business, with over 170 holiday homes, and by joining the Keepers family you will need to understand our mission and love the brand, but we will support and develop you on the journey.
Apart from joining a fast growing company with a great culture and a focus on employee development, we also offer competitive salaries and benefits:
- Up to 20% discount on our beautiful holiday homes For you, family and friends
- Birthdays off
- Lovely office near Deal, by the sea with parking.
- On going training & development
40 Hours a week; Monday to Friday plus weekends on rotation (1 in 4). Weekend work includes Saturday in the office 9am-5pm and then on call phone for the remainder of the weekend.
Duties, responsibilities and expectations:
- Assist managing the enquiries and owners inboxes, calls, WhatsApp and OTA platform messages (such as Airbnb, Booking.com, VRBO etc)
- You will build relationships with property owners and guests to offer advice with various queries.
- Administration with onboarding of new property owners
- Administration supporting our property management team and property business development team
- There is plenty of multi taking and variation which you will need to relish and when busy you will need to appear calm and accommodating to owners and guests.
- Managing enquiries, chasing and converting enquiries.
- Arrangement of legal documents such as gas safety checks for properties every year.
- Arranging suppliers to carry out various jobs to resolve issues at properties.
- Property visits to help and spot check the cleaning team, and learn and absorb the property generally to help you deal with enquiries from both owners and customers.
- You will need to be motivated by results whether it be matching a customer to their holiday home or keeping our property owners super happy.
- Customer care and complaint management supported by management team.
The nature of the industry requires 1 weekend in 4 to be worked with Saturday in the office 9am-5pm, and Sunday on call with the out of hours phones. You will also be required to work some bank holidays and have the out of hours phone 1 evening per week (Mon-Fri). We all have a good home/work balance but we all have passion for what we are doing.
Experience required:
Previous experience in customer service role preferably in property management, lettings or travel but anything similar. We need someone who loves talking to people, shows passion for properties and client care and is enthusiastic to supply wonderful holidays to guests.
- Excellent communication skills
- Good computer skills and ability to learn a software with training
-Previous experience in customer service role (min 2 years)
Above all we require a positive and enthusiastic approach. Our owners, guests and suppliers are at the centre of everything we offer and we expect you to do your best to make their experience of Keepers as positive as possible. We’re still a small team and therefore need everyone to be adaptable to support each member of the team.
Office based role in our lovely office in Deal, Kent just opposite Deal Castle.
Job Type: Full-time
Pay: £25,000.00-£28,000.00 per year
Benefits:
- Employee discount
- Employee mentoring programme
- Flexitime
- Free parking
Ability to commute/relocate:
- Deal CT14 7BA: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (required)
Experience:
- Customer service: 2 years (preferred)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
