Owner Services Manager

Are you a customer-focused team leader with a passion for delivering exceptional service? Do you thrive in a dynamic environment where no two days are the same? If so, we have the perfect opportunity for you!

Set in a stunning riverside location, Avon Estates Holiday Park offers the perfect escape for holiday homeowners. With peaceful riverside views, top-class facilities, and a welcoming community, its a place where relaxation meets adventure. Working here means being part of a vibrant environment where every day brings something new! As our Owner Services Manager, you will lead our owner services team to provide top-tier support to holiday homeowners. Youll ensure all queries and concerns are handled professionally and efficiently while continuously improving our processes to enhance the owner experience.

JOB SUMMARY:

Our Owner Service Manager will lead the team in providing exceptional support and assistance to holiday homeowners, ensuring a seamless and enjoyable ownership experience.Key responsibilities include overseeing administrative operations, managing customer service processes, and driving continuous improvement in owner satisfaction. You will lead and support the team in handling inquiries, ensuring efficient resolution of all owner queries while maintaining high service standards. Additionally, you will develop and implement best practices, coordinate with other departments, and take a proactive approach to enhancing the owner experience.

MAIN RESPONSIBILITIES:

• Oversee all aspects of the customer service experience to implement processes and procedures and make improvements of customer service quality.
• Prioritise and schedule remedial job tickets for all departments.
• Implement effective processes for customer service representatives to interact with customers via all communication channels.
• Provide training on handling of sensitive customer service issues.
• Monitor and review processes for ways to make procedures more time and cost-effective.
• Make regular reports to senior management about department milestones and progress.
• Hold regular meetings with department staff to discuss expectations and hear team concerns.
• Plan and maintain departmental budget.
• Line management responsibility for department, including recruitment & retention.
• Coordinate with sales department to incorporate plans to increase customer satisfaction.
• Maintain confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure.
• Liaise with Heads of Departments to bridge the gap between the sales department and becoming a new owner on one of our parks.
• Oversee and motivate the team to give customers the best buying experience.
• Drive income through rechargeable client works and achieve yearly targets.
• Develop a world class handover over experience for our holiday home owners.
• To follow internal policies and procedures such as the Purchase Policy to ensure that they are controlling departmental costs and expenditure in line with department budgets.
• Recoup any monies owed from 3rd party such as owners, contractors etc as and when required.
• Carry out any other ad-hoc duties or reasonable management requests when required.

QUALIFICATIONS AND EXPERIENCE:

• Strong experience in a similar Customer Service role
• Previous experience in a management /line management role
• Industry knowledge of caravan and holiday park processes advantageous
• Good IT skills, proficient with Outlook, Word & Excel.
• Experience with using database systems.

SKILLS:

• Leadership skills which include team building & leading by example with a hands on approach taking ownership of complaints/issues and see them through to a resolution..
• Demonstrate confident communication skills with the ability to build and develop relationships with customers, suppliers and colleagues.
• Provide excellent service delivery, organisation and 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