Best of Suffolk part of Sykes Holiday Cottages, have the exciting opportunity for an Account Manager to join our bustling Badingham team, As an Account Manager, you'll play a crucial role in delivering exceptional experiences for both holidaymakers and property owners. You'll be the primary point of contact for owners, offering expert guidance, proactive support, and efficient issue resolution. With strong communication skills and a customer-focused mindset, you'll navigate multiple channels to ensure timely and effective solutions, always aiming to enhance satisfaction and build long-lasting relationships.

If you excel at problem-solving and relationship-building, this role offers the chance to make a real impact while contributing to creating unforgettable holiday experience for our Customers!

Alongside your daily duties, you will have the opportunity to earn between £350-£525 extra per week as part of our on call team. You will cover our on call phone lines used for escalation issues with our guests on a rota basis covering 1 week in 4 alongside the rest of the team. Operating once a month, you will cover the on call phone, receiving urgent guest issues and triaging to the appropriate team efficiently. In return you will receive additional payment of £50 per night, or £75 per night if calls come in past 10pm.

Your Responsibilities

As Account Manager, you will be responsible for the following areas of accountability:

as required
Ensuring quick, satisfactory resolution of issues for holidaymakers and owners.
Maintaining accurate, detailed records of all interactions, whether that be on the booking profile or the owner profile.
Proactively monitoring and collaborating with owners to enhance property performance.
Escalating urgent or high-priority issues to senior management when necessary.
Supporting owners with health and safety compliance guidance.
Owner retention through creating advocacy and maintaining effective communication
Working collaboratively with colleagues in Property Services, Quality and Revenue management to identify resolution to owner queries or complaints
Responding to guest feedback and working with owners to ensure our NPS continues to grow.
Covering Out of Hours emergency phone on a Rota basis, as such requires travel, so own car and driver is essential.

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.

All we ask if you have the following:

Previous experience in customer service or customer relations.
Excellent attention to detail.
Outstanding communication skills, both written and verbal.
Strong interpersonal skills and negotiation skills.
Confident working within a team.
Computer literate, specifically in MS office.
Able to work under own initiative and meet tight deadlines.

Although standouts will also have:

Experience working in the travel & tourism, holiday letting or hospitality sector.
Previous experience working in a customer facing environment, both in person and on phones.
Strong MS excel skills.
Knowledge of the local area., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

Best of Suffolk was founded in 2006 with just six properties, on a mission to bring the standards of boutique hotels to self-catering accommodation. The team have successfully grown our award-winning business year-on-year which now represents over 300 stylish places to stay in Suffolk. In July 2021 Best of Suffolk joined forces with Sykes Holiday Cottages.

Salary: Up to £25,000 per annum, plus on call opportunity to earn £350-£525 extra per week.
Work Days & Hours: 40 hours per week / Monday to Saturday 9am-5.30pm (with a day off in the week) plus on call on a rota basis.
Working Location: Office based at our office in Badingham, Suffolk.
Team: Owner Experience
Reporting to: Owner Experience Manager, Annual STIP Company-wide Bonus Scheme offering an additional 10% of your salary through our performance-based bonus program
33 days of annual leave + bank holidays, up to 5 extra days with long service
A day off to celebrate your Birthday
Two paid Volunteering Days off annually
One of only 1000 BCORP-certified companies in the UK
Enhanced Parental leave (24 weeks maternity, 3 weeks paternity at 100% pay)
Exclusive discounts on stays for you, family and friends
Discounts and offers with a focus on your overall wellbeing
Health Cash Plan
Training & Development programs to set you up for success
24/7 mental health support and initiatives
Employee Savings Scheme transferring directly from your salary
Long Service Awards
Hybrid working for selected roles only.

Diversity and Inclusion: 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.