Owner Engagement Central Manager

Away Resorts ambition is to be recognised as the leading holiday home ownership and Guest Experience provider by creating a strong community spirit, delivering outstanding service levels, offering an effortless letting programme, and fostering strong digital interactivity., If you can match the skills, experience and qualities listed below, we'd love to hear from you:

• Implement processes and procedures to ensure that all owner feedback is responded to in a timely manner, with the correct tone.
• Investigate and resolve complaints by phone/email; clarify the issue, determine the cause of the problem, and decide on and communicate the best solution to solve the problem.
• Production of meaningful reports detailing reoccurring issues. Communicate effectively with appropriate departments.
• Assisting Parks/Resorts with Feedback Resolutions
• Establishing a follow-up process concerning responses
• Support the Engagement team with all aspects of the feedback received, ensuring they receive regular training.
• Dealing sensitively with all guest and team data, ensuring full compliance with General Data Protection Regulations.
• Manage/sense-check the data for sublets before merging it into statements for owners.
• Merge and send statements to owners at the end of the month - 12 total.
• Manage sublet payments - entering onto ParcVu and advising owner accounts of any owner withdrawals to be actioned.
• Work with the park teams on recruiting additional sublet owners and weeks.
• Be the go-to person for owner queries from parks relating to their sublet owners.
• Track feedback around the sublet to make improvements for the following scheme.
  
  Previous customer service experience (high volume of customers)
• 3 years of operational experience
• Previous experience in Owner's service management Administration/Event Planning/Co-ordinator role
• Ability to organise your own time and workload
• Excellent communication skills
• Ability to deal with complaints and offer solutions
• Amazing attention to detail
• Highly organised and a self-starter
• Ability to adapt communication styles and behaviours.
  
  We are a dynamic and growing company, shaking up the Great British holiday. With 27 amazing UK resorts, we pull out all the stops and add the bells and whistles to give our guests the holiday of a lifetime.
What you'll be doing: Supporting the parks' delivery of a world-class Holiday Home Ownership and guest experience to drive owner and guest engagement.

It's the icing on the cake, if you have worked in a similar role on a holiday park and have coaching and mentoring experience. What we can offer you: This is a chance to use and stretch your skills set and build your career in one of the fastest growing and most exciting holiday companies in the UK. Additional benefits include:
• Bonus Scheme
• Enhanced Family Benefit
• Employee Discount Scheme - Perkbox
• Life Insurance
• Discounts on Away Resorts Holidays
• On Park Discounts
• Awards and Recognition
Our Promise to You Holiday Heroes come with all sorts of different super-powers, and we welcome them all! We embrace diversity, inclusion, and equal opportunities. From our investors to our teams, we love that everyone comes from different backgrounds, allowing us to grow and inspire each other. We'll never accept any form of discrimination, and we'll forever strive not just for our product to be unique but our people too. After all, wouldn't it be boring if we were all the same? In short, we want you to bring your whole self to work! Owner Engagement Central Manager Job Type - Permanent, Hybrid Location - Central Support, Hemel Hempstead - with some travel to our amazing parks What we need, in a nutshell: Away Resorts ambition is to be recognised as the leading holiday home ownership and Guest Experience provider by creating a strong community spirit, delivering outstanding service levels, offering an effortless letting programme, and fostering strong digital interactivity., It's the icing on the cake, if you have worked in a similar role on a holiday park and have coaching and mentoring experience. What we can offer you: This is a chance to use and stretch your skills set and build your career in one of the fastest growing and most exciting holiday companies in the UK. Additional benefits include:
• Bonus Scheme
• Enhanced Family Benefit
• Employee Discount Scheme - Perkbox
• Life Insurance
• Discounts on Away Resorts Holidays
• On Park Discounts
• Awards and Recognition
Our Promise to You Holiday Heroes come with all sorts of different super-powers, and we welcome them all! We embrace diversity, inclusion, and equal opportunities. From our investors to our teams, we love that everyone comes from different backgrounds, allowing us to grow and inspire each other. We'll never accept any form of discrimination, and we'll forever strive not just for our product to be unique but our people too. After all, wouldn't it be boring if we were all the same? In short, we want you to bring your whole self to work!