At a Glance
- Tasks: Lead a team to resolve guest complaints and enhance customer satisfaction.
- Company: Join Host & Stay, a dynamic company focused on exceptional guest experiences.
- Benefits: Enjoy health plans, paid volunteering days, and a supportive work environment.
- Other info: Flexible hours and opportunities for continuous improvement in a collaborative team.
- Why this job: Make a real difference in guest experiences while developing your leadership skills.
- Qualifications: Experience in customer service management and strong problem-solving abilities.
The predicted salary is between 30000 - 40000 € per year.
We’re looking for a hardworking, driven, and passionate candidate to join our team to help maintain high quality properties and ensure guests receive the very best customer service. As a Customer Resolution Team Leader at Host & Stay, you will manage and resolve guest complaints and damage claims, investigate issues, communicate solutions, maintain records, lead and mentor a team, implement policies, and analyse feedback.
Responsibilities
- Ensure exceptional customer satisfaction by managing and resolving guest complaints and damage claims.
- Investigate issues, gather information, and provide effective solutions.
- Communicate resolutions clearly and empathetically to guests and owners.
- Maintain detailed records in the customer experience database.
- Lead and mentor Customer Resolution Executives and Guest Care Executives.
- Implement policies to enhance service quality and analyse feedback to identify improvement areas.
- Support day‑to‑day management of the Guest Care Team.
- Coordinate with maintenance, housekeeping, and other departments to resolve claims.
- Maintain accurate records of damage claims and resolutions.
- Develop and implement customer resolution policies and procedures.
- Train and mentor the team on best practices.
- Monitor customer feedback, identify trends, and proactively address issues.
- Improve overall service quality in collaboration with other departments.
- Lead initiatives to enhance the efficiency of complaint and claim resolution.
- Foster continuous improvement culture within the team.
- Generate regular reports on complaint and claim metrics.
- Analyze data, identify improvement areas, and recommend corrective actions.
Qualifications
- Experience in customer service management or similar roles.
- Strong problem‑solving skills.
- Excellent verbal and written communication skills.
- Proficiency with customer service software and Microsoft Office Suite.
- Collaborative approach.
- Strong leadership and team‑management skills.
- Ability to work flexible hours, including evenings and weekends.
- Analytical skills to interpret customer feedback.
- Experience handling sensitive information with confidentiality.
- Full driving licence.
- Flexible and open to change.
- Professional and customer‑orientated approach.
- Effective team worker.
- Proactive and committed to continuous improvement.
Benefits
- Health Cash Plan
- Employee Assist Programme
- Paid Volunteering Day
Working Conditions
- Shift work covering 5 days out of 7, hours between 9 am and 10 pm.
- Location: HQ office in Skelton (TS12 2LL).
We are proud to be a Disability Confident Employer.
Customer Resolution Team Leader employer: Host & Stay
At Host & Stay, we pride ourselves on fostering a supportive and dynamic work environment where our employees can thrive. As a Customer Resolution Team Leader, you will benefit from a comprehensive health cash plan, an employee assistance programme, and the opportunity to engage in paid volunteering, all while working in a collaborative culture that values continuous improvement and professional growth. Located in Skelton, our headquarters offers a vibrant atmosphere that encourages teamwork and innovation, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Team Leader
✨Tip Number 1
Get to know the company culture! Before your interview, check out Host & Stay's social media and website. This will help you understand their values and how you can fit in, making it easier to connect with the team during your chat.
✨Tip Number 2
Practice your problem-solving skills! Think of examples from your past experiences where you've successfully resolved customer complaints or led a team. Being able to share these stories will show that you're the right fit for the Customer Resolution Team Leader role.
✨Tip Number 3
Be ready to demonstrate your leadership style! Since you'll be mentoring others, think about how you can inspire and support your team. Share your approach to leading a team during the interview to highlight your suitability for the position.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. This shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Resolution Team Leader
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer service shine through. We want to see that you're not just looking for a job, but that you're genuinely excited about helping guests and leading a team.
Be Specific:Use specific examples from your past experiences to demonstrate your problem-solving skills and leadership abilities. We love seeing how you've tackled challenges in the past and what solutions you implemented.
Tailor Your Application:Make sure to tailor your application to the role of Customer Resolution Team Leader. Highlight relevant skills and experiences that align with the responsibilities mentioned in the job description. This shows us that you’ve done your homework!
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’s super easy to do!
How to prepare for a job interview at Host & Stay
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Resolution Team Leader inside out. Familiarise yourself with common customer service challenges and think about how you would handle them. This will show that you're not just interested in the job, but that you’re ready to tackle real issues.
✨Showcase Your Leadership Skills
Since this role involves leading and mentoring a team, be prepared to share examples of your leadership experience. Think of specific situations where you successfully guided a team or resolved conflicts. This will demonstrate your capability to lead effectively and foster a positive team environment.
✨Communicate Clearly and Empathetically
During the interview, practice clear and empathetic communication. Since you'll be dealing with guest complaints, it’s crucial to convey understanding and solutions. Use examples from your past experiences to illustrate how you’ve handled difficult conversations and resolved issues.
✨Be Data-Driven
The job requires analysing feedback and metrics, so come prepared to discuss how you've used data to improve service quality in previous roles. Share specific examples of how you identified trends and implemented changes based on customer feedback. This will highlight your analytical skills and commitment to continuous improvement.
