Client Manager

We are looking for a Owner Liaison Managerto join a letting agency specialising in managing properties through booking platforms.

• Full-time
• Remote role
• Salary £31-33based on experience, plus performance based bonus

Working Hours: 40 hours, Monday to Friday

Able to travel to Somerset, North West Dorset, Bristol or the Cotswolds (being based in these areas is therefore helpful)

Our client

Our client is an independent short term letting agency specialising in listing and managing properties through booking platforms like Airbnb. They are the first of its kind in Cornwall and Devon, which are their main operating areas. However, they now manage properties all over the South West. Their exciting portfolio has expanded rapidly to 150 properties and growing, ranging from shepherds huts on the edge of cliffs to country estates. They work in a fast-paced environment where they continue to grow rapidly.

The company has a heavy focus on the use of technology to efficiently scale their operations, deliver a great guest experience and maximise earnings. They use some of the best software platforms in the industry including an expansive property management platform, dynamic pricing & revenue management software, digital guest guides and more.

Working with our client

That might all sound very serious, but working for our client is anything but! They try to keep things varied, regularly meeting up for work lunches and dinners to maintain a social aspect whilst working remotely. They also hold company meet ups for a few days 2-3 times a year. Theyre a laid-back team who enjoy outdoor activities, nice food and a good laugh.

The role

The main focus of the role is to be the primary point of contact for owners in your region, acting as a liaison between them and other teams. This will involve answering queries on various topics, communicating about maintenance issues, handling disputes and finding solutions. The success of the business depends on keeping our owners happy. So the ability to develop positive, long-lasting relationships is an essential element of the role.

Other tasks will include onboarding new owners and assisting with creating and managing property listings. And lastly, contributing ideas to improve company processes.

Responsibilities and duties

• Owner Liaison - Acting as the main point of contact for owners in your portfolio, ensuring they are content with our clients services and any concerns are addressed. Will include answering queries via phone and email on bookings and listings, assisting with accounting queries, updating owners on maintenance and other affairs at their property, processing requests for listing edits and either implementing them or collaborating with another member of the team. All owner communication should be handled promptly and professionally, aiming to respond to queries within 24 hours of a working day
• Listing Management - Making sure listings are up to date and accurate. Work to maximise earnings at each property by suggesting new amenities, general property improvements, pricing and minimum night stay advice, updating photos, considering new booking platforms and more
• Quality Control - Carrying out annual inspections to ensure quality is maintained and properties are in a good state of repair
• Dispute Resolution - Resolving disputes and major issues with owners professionally but empathetically, escalating if necessary. Maintain written records of any issues
• Team Collaboration - Working with the other members of the team to coordinate maintenance and other requests from owners
• Policies & Procedures - Support the Head of Owners by contributing ideas to improve processes in your area of the business.

Skills and experience

• Minimum 3 years of Client Management experience
• Work well within a team and collaborate effectively to find solutions to problems
• Well-organised and independent, able to manage your time effectively without regular guidance
• Computer literate and confident in using spreadsheets, word processors and learning to use new software
• Confident in resolving disputes and major issues professionally but empathetically
• Good email etiquette, excellent spelling and grammar
• Excellent interpersonal and customer relation skills
• Commercial knowledge of the local market and passion for the area
• Driver's license and transportation
• Willingness to work outside of normal business hours, as required
• Proactive and willing to contribute ideas and expertise to improve the business
• Ability to use initiative to solve problems you have never come across before
• Willing and able to meet the changing nature of the role that will come with joining a fast growing start-up

Benefits:

• Work from home
• Flexibility offered with working hours where possible
• Vehicle expenses covered
• Performance based bonus scheme - varies from 5-10% of salary, depending on our annual average review rating
• Wellness Budget of £100/6 months
• Responsible Holiday Policy

Objectives:

• Develop and maintain long-lasting, positive relationships with property owners. Aim to minimize the dropout rate
• Respond to owner queries within 24 hours of a working day