Customer Resolution Executive

We're looking for a hardworking, driven, and passionate candidate to join our Guest Relations Team as we get set for further growth in 2025 and beyond, helping our owners to maintain their high-quality properties, and to ensure our guests receive the very best customer service whilst staying with us. As a Customer Resolution Executive at Host & Stay Group, 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.

The purpose of the Customer Resolution Executive is to ensure the highest level of guest satisfaction by efficiently managing and resolving complaints and damage claims. This role is pivotal in maintaining the company's reputation for excellent customer service. By addressing issues promptly and empathetically, the Customer Resolution Executive helps to enhance the overall customer experience, foster customer loyalty, and drive continuous improvement in service quality.

This is a full time role, 37.5 hours Monday - Friday, during peak times weekend work will be required. Location of work is in our Office in Skelton Industrial Estate (TS12 2LL).

This will include, but not limited to the following duties:

• Customer Complaint Resolution: Address and resolve guest complaints promptly and professionally. Investigate complaints thoroughly, gathering all necessary information to provide effective solutions. Communicate resolutions clearly and empathetically to guests and owners. Document all complaints and resolutions in the customer experience database.
• Damage Claims Management: Handle guest damage claims with a focus on fairness and accuracy. Coordinate with internal departments (e.g., maintenance, housekeeping) to assess and validate claims. Agree settlements and ensure timely processing of claims. Maintain detailed records of all damage claims and resolutions.
• Customer Service Excellence: Monitor customer feedback and identify trends to proactively address potential issues. Work closely with other departments to improve overall service quality.

To be considered for this role you MUST have:

• Ability to work flexible hours, including evenings and weekends, as needed.
• The ability to present information confidently at all levels.
• Be an effective communicator with a professional & customer orientated approach.
• Be confident to liaise with colleagues and customers over the phone and on e-mail.
• Excel at multi-tasking, organisation and time management.
• Great administrative skills.
• Able to work at pace, manage workloads and to deadlines.
• Proven customer service experience would be desirable.
• Able to understand & approach difficult conversations in a diplomatic way.
• Ability to empathise with the customer and understand their circumstances.
• Ability to remain calm under pressure, especially during busy periods.
• Be sales orientated.
• Proficiency in customer service software and MS Office Suite.
• Demonstrated ability to handle sensitive and confidential information.
• Analytical skills to interpret customer feedback and identify trends for continuous improvement.
• Background in Complaint Resolution is desirable.

Benefits:

• Health Cash Plan
• Employee Assist Programme
• Electric salary sacrifice scheme
• Employee Discount
• Company Events

Who is Host & Stay? Host & Stay is based in Saltburn-by-the-sea and provides full service holiday home property management to over 1,200 properties across the UK. Host & Stay was born from a love and passion for property, and a desire to lead the change in an age old industry. Our vision is simple, to help property owners maximise their income, maximise their returns, and reduce their fees and their hassle. We're on a mission to make the UK one of the most popular, guest centric holiday destinations in the world – but not at the expense of holiday homeowners paying high management fees and seeing very little, if any return on their investments. We want our customers and communities to succeed and thrive. Our offices are more than just the space we work in. We encourage inspiration, creativity, and productivity in a relaxed and comfortable environment. We're looking for people who are travelling in the same direction when it comes to the way we work, live our values, and deliver our services. We have ambitious plans for further growth and impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do.

If you have access requirements you would like us to be aware of, please contact the Recruitment Team on e: - we will be happy to help. We are proud to be a Disability Confident Employer.