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We are seeking a performance-driven and detail-oriented Owner Services Administrator to join our team at Avon Estates. The position is a 12-month maternity cover. In this role, you will provide exceptional support and assistance to holiday homeowners, ensuring a seamless and enjoyable ownership experience.
Key responsibilities include managing administrative tasks, handling customer inquiries, and delivering high-quality support by utilising various office administration systems and customer service processes. You will act as a key point of contact for owners, ensuring all queries are resolved efficiently and professionally.
The ideal candidate will have strong organisational skills, excellent communication abilities, and a proactive approach to problem-solving. Previous experience in administration and customer service is necessary.
Join our dynamic team and help us create an outstanding experience for our holiday homeowners!
JOB SUMMARY:
Our Owner Service Administrator will provide exceptional support and assistance to holiday homeowners, ensuring a seamless and enjoyable ownership experience. Key responsibilities include managing administrative tasks, handling customer inquiries, and delivering high-quality support by utilising various office administration systems and customer service processes. You will act as a key point of contact for owners, ensuring all queries are resolved efficiently and professionally.
MAIN RESPONSIBILITIES:
- First point of contact in owner services department for all existing customers, potential customers, suppliers, contractors and general enquiries.
- Corresponding in a warm, confident and cheerful manner. Highly presentable and professional at all times.
- Meeting & greeting customers and contractors and ensuring clients receive VIP customer service.
- Ad hoc administration duties such as processing remedial job tickets and updating customer records.
- Good attention to detail with accurate record keeping and uniform filing of documents.
- Book appointments & liaising with maintenance team and contractors to carry out remedial works.
- Resolving queries and issues raised by clients in line with departmental processes & procedures.
- Processing supplier & insurance quotations & orders in line with processes & procedures.
- Ordering equipment, materials or parts for remedial works with approved suppliers.
- Sourcing ad hoc equipment, materials or parts where required.
- Organising Welcome Packs ready for when new owners move into their holiday homes.
- Ad hoc project work as and when required.
- To work professionally and appropriately with everyone within the Avon Estates Team using the identified core competencies, skills and qualifications to create a positive and effective working environment.
- Post Delivery Inspections (PDIs) to be completed and processed within the required timescales.
- Maintain a siting record, sharing appropriate information and communicating appropriately with all relevant parties, ensuring an effective handover for owners.
- Carry out any other ad-hoc duties or reasonable management requests when required.
QUALIFICATIONS AND EXPERIENCE:
- Experience in a similar Customer Service role
- Good IT skills, proficient with Outlook, Word & Excel.
- Experience with using database systems.
SKILLS:
- Demonstrate confident communication skills with the ability to build and develop relationships with customers, suppliers and colleagues.
- Provide excellent service delivery as well contributing to team targets
- Have excellent organisation with exceptional attention to detail
- Ability to multi-task with excellent time management skills to coordinate demands on time whilst working under pressure.
- Is flexible, enthusiastic and can work on their own initiative and as part of a team.
BENEFITS:
- Company pension
- 20% discount on food and beverages at the Riverside Bar & Restaurant
- 20% discount on Avon Park Holidays
- Rewards Platform offering money savings
- Employee of the month rewards program
- Employee Assistance Program
- Free parking
