Quality and Performance Executive

Are you a natural at building rapport and hold a keen eye for detail? Have a talent for dealing with and resolving issues? Looking to showcase your skills within a fantastic team during one of our busiest seasons to date?

Showcasing your strong rapport building skills and customer-relations experience, we are welcoming our newest agent to our Quality and Performance Team at our Chester Head Office.

In return for your hard-work, we can ensure you join a vibrant, inclusive work culture, make the most of fantastic career progression opportunities and make the most of a whole host of company benefits!, 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:

• Working both proactively and reactively where required to relationship manage the whole owner journey from the first day of the property being live, through to 1st year anniversary


• Congratulate and prepare the property owner for their first booking


• Monitor property booking performance and carry out regular performance-based checks to ensure property owners meet their income and booking projections


• Keep a keen eye on customer feedback, address concerns and congratulate the owner where necessary


• Support the Quality & Performance in ensuring owners have proactive and regular contact with the team


• Prepare both the owner and property for handover to our BAU Owner Relations team once they've been live 12 months


• To create an environment oriented to trust, open communication, creative thinking and a collaborative approach


• A flexible approach to the role is required


• Any other duties as are within the scope, spirit and purpose of the job.
  
  Using your skills in building long lasting relationships with our valued Owners, you will be vital in ensuring their first year of their holiday letting journey runs as smooth as possible.


Highlighting your rapport building and customer relations experience, you will be managing the whole owner journey from the first day of the property being live through to 1st year anniversary, hand-holding Owners through their first booking, monitoring property booking performance and carrying out regular performance-based checks to ensure property owners meet their income and booking projections!

We want to hear from those who can use their business knowledge to shine within a fast-paced team, who holds a natural flair for building rapport and can embed trust and reassurance in our Owners, hand-holding them through the busiest period in our holiday calendar and managing through their first year.

This is the perfect opportunity for those who are independent and able to think on their feet to form strong working relationships with Owners, understanding their motivations, addressing their concerns, keeping in touch with them regularly., We know what kind of people make our team a success, someone dedicated to building personal, trusting relationships with Owners, remaining professional and courteous at all times.,
• Previous experience in a customer-facing customer service role in a contact centre environment


• Experience in building relationships and rapport with owners


• Excellent communication skills, both written and verbal.


• Self-motivated & excellent time management skills


• Computer literacy, familiar with Microsoft Word and Excel


Although standouts will also have:

• A knowledge of the UK holiday let industry


• Experience in retention


• Experience of Data Analysis tools such as Excel and Tableau


If you are actively seeking your next career challenge, keen to join a diverse, exciting team, or want to grow your career within an industry leader, we welcome you to get in touch or apply!

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.

Paying a salary of up to £22,308 (OTE potential of £25,000 per annum) plus OTE of up to £200 pcm
Working hours cover 5 days out of 7, 9am-5.30pm or 10.30am-7pm
️ 33 days annual leave including bank holidays
Plus an additional day off for your Birthday
Plus an additional two volunteering days per year
A flexible hybrid-working policy, with a min two days a week from our Chester head office
An enhanced maternity and paternity policy
Inclusive and supportive work environment
Employee discounts and benefits with your wellbeing at the centre
Opportunities for career progression, personal development and opportunities to be recognised
Comprehensive training and development programs to set you up for success
Study support for additional qualifications, courses and accreditations
Numerous dedicated wellbeing initiatives and access to 24/7 mental health support
️ ️ On-site gym at our Chester HQ
Regular social events including weekly Breakfast Club and 'Bring your Dog to Work' day!