Owner Service Specialist

Awaze is Europe’s largest manager of holiday rental properties, with 110,000 units under management in over 600 destinations in 25 countries across the continent. Our purpose is simple – to delight owners and guests. The business operates more than 25 consumer brands including Cottages.com, Novasol and Hoseasons.

The Role

We are looking for motivated and highly organised people who have exceptional communication skills to provide an outstanding level of Customer Service. The successful candidate must be able to work in a fast-paced environment to address owner questions submitted via telephone, email and digital platforms. We want to deliver a ‘best in class’ experience to our owners who are the heart of our business, by adding value on every interaction to ensure our owners experience a high level of professionalism at all times.

What you will be doing

• To be the first point of contact for all owner related enquiries and tasks via phone, email and webchat.
• To ensure ‘first contact resolution’ with a focus on delivering an outstanding owner service where possible or hand off the task to the relevant department with all key information completed to reduce error and support an efficient turn around.
• To ensure all contacts and responses meet or exceed company specified service level agreements (SLAs).
• To ensure that all responses are managed in line with company processes and procedures, quality and legislative requirements.
• To work to all agreed KPI’s for the role.
• To support the property managers with the completion of administrative tasks and supporting performance reviews where appropriate.
• To work together collaboratively with all owners and all other departments.
• To carry out any additional tasks to support the performance of our property portfolio where required.

Key skills we need

• Be customer obsessed.
• Go the extra mile for the customers you serve.
• Be interested in spotting opportunities to improve the experience for the customer you serve and the business you work for.
• Be an excellent communicator who is happy to speak to the customer through any medium whether it’s the phone, live chat, email, video call or face to face.
• Be a logical thinker that loves solving problems.
• Be able to keep your cool and stay balanced when faced with an angry and emotional customer.
• Be self-motivated and keen to make a difference.
• Be used to working at pace.
• Be a team player but equally happy working more as individual.

Working hours and place

This role is 35 hours per week and is based from our Lowestoft office.

What else do you need to know?

We want to make the application process as stress-free as possible, so typically we’ll have an informal chat with you on the phone, followed by a comprehensive interview at the office, where you’ll have a chance to find out a bit more about the exciting things we’re doing (and maybe tell us what we’re doing wrong). We want to hear about what makes you tick and why.

We are an equal opportunity employer and we value diversity and inclusion. We do not discriminate on the basis of gender, race, age, sexual orientation, colour, religion, disability status or marital status.