At a Glance
- Tasks: Lead a team to resolve guest complaints and enhance customer service quality.
- Company: Join Host & Stay, a growing company focused on exceptional guest experiences.
- Benefits: Enjoy health benefits, paid volunteering days, and a supportive work environment.
- Other info: Flexible hours and a culture of continuous improvement await you.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in customer service management and strong problem-solving abilities required.
The predicted salary is between 30000 - 40000 £ per year.
We’re looking for a hardworking, driven, and passionate candidate to join our team as we get set for further growth in 2026, helping our owners to maintain their high quality properties, and to ensure our guests receive the very best customer service whilst staying with us. Are you passionate about Customer Service and Management and looking for a new, exciting challenge? If you answered yes, then look no further, a role at Host & Stay is just what you are looking for.
As a Customer Resolution Team Leader at Host & Stay, you will be responsible for ensuring exceptional customer satisfaction by effectively managing and resolving guest complaints and damage claims. Your role will involve investigating issues, communicating solutions clearly and empathetically, and maintaining detailed records. You will also lead and mentor a team of Customer Resolution Executives and Guest Care Executives, implement policies to enhance service quality, analyse feedback to identify areas for improvement, and perform day‑to‑day people management of the teams.
Responsibilities- Customer Complaint Resolution: Address and resolve guest complaints promptly and professionally; investigate thoroughly; communicate resolutions clearly; document all complaints and resolutions in the customer experience database; manage processes and workflows for complaints.
- Damage Claims Management: Handle guest damage claims with fairness and accuracy; coordinate with internal departments to assess and validate claims; agree settlements and ensure timely processing; maintain detailed records; oversee claim workflows.
- Customer Service Excellence: Develop and implement customer resolution policies and procedures; train and mentor the Customer Resolution and Guest Care teams on best practices; monitor customer feedback and identify trends; work with other departments to improve overall service quality.
- Continuous Improvement: Stay updated on industry best practices; lead initiatives to enhance the efficiency and effectiveness of the complaint and claim resolution process; foster a culture of continuous improvement; generate regular reports on complaint and claim metrics; analyse data to identify areas for improvement and recommend corrective actions.
- Experience in Customer Service Management or Management Roles.
- Strong problem‑solving skills with the ability to remain calm and effective under pressure.
- Excellent verbal and written communication skills.
- Proficiency in customer service software and MS Office Suite.
- Collaborative approach; strong leadership and team‑management skills.
- Ability to work flexible hours, including evenings and weekends, as needed.
- Analytical skills to interpret customer feedback and identify trends for continuous improvement.
- Experience handling sensitive information with professionalism and confidentiality.
- Full driving licence (reasonable adjustments for disability are explored).
- Flexible and open to change; professional and customer‑orientated approach; effective team worker; proactive and committed to continuous improvement in service delivery.
- Health Cash Plan.
- Employee Assist Program.
- Paid Volunteering Day.
We are proud to be a Disability Confident Employer.
Customer Resolution Team Leader in Cleveland employer: Host & Stay Ltd
At Host & Stay, we pride ourselves on fostering a dynamic and supportive work environment where our employees can thrive. As a Customer Resolution Team Leader, you will not only lead a passionate team dedicated to delivering exceptional customer service but also benefit from our comprehensive health cash plan, employee assistance programme, and opportunities for professional growth. Join us in a location that values inclusivity and continuous improvement, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Team Leader in Cleveland
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the lookout for a Customer Resolution Team Leader role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and management. Think about your past experiences and how they align with the responsibilities of the role. We want you to shine when discussing how you handle complaints and lead a team!
✨Tip Number 3
Showcase your passion for customer service! During interviews, share specific examples of how you've gone above and beyond to resolve issues or improve service quality. This will demonstrate that you're not just looking for any job, but that you're genuinely excited about this opportunity.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team at Host & Stay. Let's get you on board!
We think you need these skills to ace Customer Resolution Team Leader in Cleveland
Some tips for your application 🫡
Show Your Passion for Customer Service:Make sure to highlight your passion for customer service in your application. We want to see how driven you are to provide exceptional experiences for guests, so share any relevant experiences that showcase your commitment to customer satisfaction.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences that match the Customer Resolution Team Leader role. We love seeing candidates who take the extra step to connect their background with our needs.
Be Clear and Concise:When writing your application, keep it clear and concise. We appreciate well-structured responses that get straight to the point. Use bullet points if necessary to make your achievements stand out and ensure we can easily read through your application.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at Host & Stay!
How to prepare for a job interview at Host & Stay Ltd
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service principles and management strategies. Be ready to discuss how you've handled complaints in the past and what methods you used to resolve them. This shows you're not just passionate but also experienced!
✨Showcase Your Leadership Skills
As a Customer Resolution Team Leader, you'll be leading a team. Prepare examples of how you've mentored or trained others before. Talk about specific situations where your leadership made a difference in resolving issues or improving service quality.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions during the interview. Think about how you would handle various customer complaints or damage claims. Practising these scenarios can help you articulate your thought process and problem-solving skills effectively.
✨Demonstrate Continuous Improvement Mindset
The role requires a focus on continuous improvement. Be prepared to discuss how you've identified areas for improvement in previous roles and what steps you took to implement changes. This will show that you're proactive and committed to enhancing service delivery.
