Your next chapter
We’re looking for customer-focused and highly organised Homeowner Service Advisors to join our team on a fixed term basis. This role is key to delivering exceptional support to both new and existing Homeowners, helping to provide a seamless experience from onboarding through to ongoing account support.
As a central point of contact for our Homeowners, you’ll manage queries across multiple channels, resolve issues efficiently and provide proactive support throughout the customer journey. Working closely with teams across the business, you’ll ensure our Homeowners receive a consistently high standard of service while helping us meet service levels and onboarding targets.
We’re recruiting for two opportunities and can consider either full time or 30 hours per week (0.8) working arrangements.
What you’ll be doing
Providing professional and responsive support to Homeowners across phone, email and other communication channels
Managing queries, concerns and requests confidently, aiming for swift and effective resolution
Supporting new Homeowner onboarding activity, including documentation collection, letting agreement administration and compliance checks
Working towards onboarding and service targets, helping to support new Homeowner sign-ups and retention
Delivering accurate administrative support to internal teams and ensuring processes are completed correctly and efficiently
Maintaining high standards of data accuracy and ensuring compliance with GDPR and internal policies
Meeting Service Level Agreements (SLAs) and quality standards across all areas of work
Supporting Homeowner Account Managers with portfolio-related administration, including pricing updates, guest feedback, quarterly contacts and pre-arrival actions
Collaborating with teams across the business to resolve issues and improve the overall Homeowner experience
Supporting knowledge sharing and continuous improvement within the team
Keeping up to date with business processes, systems and service updates through ongoing learning and development
What we’re looking for
Experience delivering excellent customer service in a fast-paced environment
Strong communication skills with the ability to build positive relationships and manage queries professionally
Excellent organisational skills with the ability to manage multiple priorities and deadlines
High attention to detail and accuracy when handling administrative tasks and customer information
Confidence using CRM systems and Microsoft Office tools including Excel, Word and Outlook
Experience working to targets, SLAs or service standards
A good understanding of handling confidential information and GDPR compliance
Strong problem-solving skills with a proactive and solutions-focused approach
A collaborative team player who enjoys supporting colleagues and working across departments
The ability to adapt positively to changing priorities and business needs
It would be great if you also have
Why join us?
At Travel Chapter, we’re proud to be the holiday home people. We’re passionate about creating exceptional experiences for our Homeowners and guests, and our people are at the heart of everything we do.
We’re an inclusive organisation and welcome applications from all backgrounds. If you require any reasonable adjustments as part of the recruitment process, please let us know and our People Team will be happy to support.
Ready to start your next chapter?
