Customer Service Executive (Customer & Owner Relations)

Contract:            Permanent & Full Time

Hours of work:   Monday to Friday 37.5hrs per week

Location:            Potential of Hybrid working / travel to Huddersfield

Salary:                £27,500 per annum, including an attractive benefits package.

UKCaravans4hire was established more than 10 years ago to help a handful of friends and family use the Internet to advertise their holiday homes, since then we have become the leading private static caravan rental website in the UK. We now have over 6,000 properties listed on our website.

From the very start our objective was to make booking a caravan holiday online with a private owner as simple as possible. We focus our efforts on creating a user-friendly experience for holiday homeowners and holiday makers.

We are looking for exceptional talent to build a best in class team in the holiday letting sector. As a technology platform we innovate & simplify - removing complexity for our owners and providing great value holidays to our guests. Our people are committed to having a positive impact on our planet, community and each other whilst creating amazing holiday moments for everyone

Working in partnership with BeyondHR, UKCaravans4hire are seeking to appoint an Customer Service Executive to join the growing team.

The Role

Reporting to the Operations Manager, as the public face of the company the Customer Service Executive serves as the liaison between holiday homeowners, their guests and the company.  Focussed on addressing their needs and concerns as quickly and effectively as possible whilst developing and maintaining strong relationships, the role also requires the post holder to undertake all day to day administrative and procedural tasks as set out below and as directed.

In particular, the Customer Service Executive will be responsible for:

• Use Admin Centre to ensure any new listings that are due to be set live are completed
• Ensure address verification letters are sent out in a timely manner, and that all tasks of this nature are completed before the end of the day.
• Provide accurate, professional, and responsive replies to email queries utilising the Front Email Client.
• Maintain an overview of ongoing customer service issues & escalate if they require intervention by the Company
• Managing email address suppressions & bounce backs in a timely manner and updating any necessary owner/guest accounts as needed.
• Ensure the polite, efficient, and engaging processing of the Daily Calls List, ensuring priority calls are completed first using the Admin Centre and RingCentral application.
• Analyse the accounts of existing customers and providing recommendations to improve the effectiveness of their holiday rental listings, primarily through outbound calls.
• Always provide first class customer service when interacting with platform users in response to requests about our website & the services we offer.
• Support the Managers and Directors with other tasks as reasonably requested to do so
• Willingness to travel to other offices, for training and to attend events as necessary.

The successful candidate will meet the following Essential Criteria:

• Proven track record in a Customer Service Executive role
• Demonstrable experience of managing customer expectations
• Excellent written communication skills with strong verbal communication skills
• Excellent logical thinking and creative problem-solving skills
• Good time management and prioritisation skills
• Experienced using Microsoft Office Suite

Desirable Criteria:

• Experience in the Travel, Holiday or Hospitality Industry

To apply for this position, please upload a covering letter and an up-to-date CV, explaining how you feel your knowledge, skills and experience meet the above requirements of the role, before the closing date of Friday, 2^nd September 2022.  Candidates will be shortlisted for interview only based on the information provided.  

UKCaravans4hire reserves the right to enhance the criteria in the event of an unprecedented response.