Guest Care Executive - Solmar Villas (15 hours)

This is a remote opportunity. Contract Type: Permanent, Part Time, 15 hours.

About Solmar

With over 30 years in the villa holiday business and sending thousands of guests on unforgettable holidays every year, Solmar Villas is proud to be part of DERTOUR UK, one of Europe’s leading travel groups and the travel and tourism division of the REWE group. Specialising in villa holidays with private pools, Solmar Villas offers a wide range of villas spread across over 30 destinations in Europe and the USA – including Spain, Portugal, Greece and Florida. With over 2000 villas to choose from, spanning from collections perfect for couples to villas big enough to bring all the family, there’s something for everyone on a Solmar Villa holiday.

The Role

As a member of the Solmar Villas Guest Care Team you will be the point of contact for customer resolution both in resort and post-holiday. You will provide consistently outstanding levels of service and focus on a first-time resolution for our customers. The role will require you to offer support and assistance to our customers and provide solutions for any problems they may experience, through communication with our overseas team, suppliers and contracting team. You will help and support the customer, maintaining contact with the customer every step of the way. Should any issue remain unresolved post-holiday, you will continue to correspond with the customer post-travel, until matters are fully resolved. Good written communication skills and an ability to quickly build rapport over the phone will be essential. This role requires someone who is multiskilled and able to multitask, think outside of the box, a natural problem solver with a passion for customer service, retention and restoring faith. If you love problem solving and thinking outside of the box to get clients' issues resolved, as well as a burning desire to help people and make lives better, then this role could be just what you need. This is a remote role offering 15 hours per week. We work on a rota basis during the peak months, and Monday – Friday within our working hours during off peak. The team cover the phones 7.5 hours a day from the earliest start of 8am - 4pm to last finish 12pm at 8pm.

Responsibilities

• Answering any phone calls received from clients in an appropriate and empathetic manner; listening to problems or complaints and addressing any issues.
• Efficiently handling the logging of new complaints either for customers in resort or post-holiday from multiple channels.
• For post-travel complaints, ensure any investigations are instigated and reports received in good time to enable a prompt response to clients in line with the ABTA Code of Conduct.
• Investigate and respond to new complaints providing detailed timescales for expected response times in line with company policies and ABTA guidelines, along with a detailed description of next steps and continually keeping the customer informed throughout the entire process.
• Reviewing cases where the customer is unhappy with the initial response and adjusting or upholding accordingly, advising on next steps.
• Proactively contacting customers who have left poor feedback to establish key issues and retain business; identifying any areas for improvement.
• Liaise with and cultivate positive working relationships, both within the company and with suppliers.
• Ensure that the daily targets are met and matters addressed appropriately.
• Maintain/update customer records contained within any database used by the business, ensuring accuracy and compliance with all regulating authorities including ABTA, ATOL and GDPR.
• Additional duties as deemed reasonable and necessary to meet the needs of the business.

You will have

• Experience in Complaint handling with previous experience responding to letters of complaint.
• Experience within the Travel and tourism industry is not essential but advantageous.
• Excellent communication skills, both verbal and written; demonstrating an ability to communicate and influence at all levels across language and cultural barriers.
• Effective Time Management.
• Excellent problem-solving skills.
• Strong attention to detail.
• Excellent knowledge of ‘Salesforce’.
• Team player that is flexible & proactive.
• Excellent telephone manner.
• Knowledge of ABTA/ATOL regulations.
• Good working knowledge of Microsoft office packages.
• Good Negotiation skills.
• Previous experience of dealing with customers by telephone.
• Strong analytical Skills.
• Excellent problem-solving skills and the ability to prioritise tasks.

What we offer

• Hybrid working environment.
• Cycle to work Scheme.
• Travel perks and industry discounts.
• Private Health care.
• 33 days holiday (including bank holidays), plus option to purchase additional leave.
• Pension.
• Study support and opportunity for training and development.
• Electric dreams EV Salary sacrifice scheme.
• A collaborative, ambitious culture where your voice and leadership will shape success.