CV Villas - Operations Executive in London

Location: Great Suffolk Street, London, SE1 0BE.

Contract Type: Permanent, Full Time, Hybrid - minimum of 3 days in the office per week (Monday – Friday)

Do you thrive in a fast paced customer operations role and are passionate about villa holidays? If so, CV Villas wants you to join our ever-growing, vibrant team!

Role Overview:

To be a passionate, incredibly organised and process driven individual that will be a key team player in ensuring that the CV Villa Operations team becomes and remains the most elite in the Villa Rental Industry. Putting the CV ethos of unparalleled service, attention to detail, quality, safety, and unforgettable villa holidays at the very centre of their day-to-day work, this person will stop at nothing to ensure that CV Customers have everything that they require for their holiday prior, during and after their stay with us. This successful candidate will be expected to work closely alongside the Destination Experts and Operations Managers, forming a key part of the Operational organisation of the team. They will be required to work under pressure, have meticulous attention to detail and take responsibility for delivering to deadlines.

What you'll be doing:

• Customer Experience
  • Support the Customer Service Manager when required with any customer issues, administrative duties or complaints in the most timely manner, tailored to the customer.
  • Assist the Customer Service Manager with post-holiday communications, allowing the company to glean valuable information from our customers and constantly strive for improvement.
  • Put CV Customers and Suppliers at the centre of all that you do acting as the ultimate ambassador of the CV Brand, encouraging a customer-centric culture within the organisation, collaborating with the Destination Experts and all departments to deliver exceptional customer experiences.
  • Offer a personalised service to all customers that you interact with. Take time to get to know their exact situation prior to making contact to ensure that any changes to their booking are dealt with in a personalised and memorable way.
  • Work with the Senior Operations Executive and concierge to develop high quality, revenue-driving in-resort services for our customers.
• Destination Expert Support
  • Provide support with on-boarding new team members and providing training for the team on areas for improvement throughout the season along with the Operations Managers.
  • Help to create and nurture a culture of ‘going the extra mile’ amongst the Destination Experts, ensuring that they create experiences ‘worth talking about’ for their customers.
  • Assist the Destination Experts in driving revenue for the company via experience bookings, loading these on Tiger Bay and ensuring that payment is received from customers before their return.
  • Update Destination Experts and suppliers with all information regarding last minute bookings.
  • Assist with conducting training on new products and in resort concierge and sales opportunities.
  • Perform regular checks on the team ‘Resort Portal’ feeding back to sales and the tech team where required.
• Operational Duties
  • Suggest areas of improvement when it comes to the processes, procedures and overall experience that the company offers customers in our destinations when they become apparent.
  • Update documentation and the relevant departments regarding all Health and Safety advisories.
  • Ensure that all Destination villa books are up to date with an annual review pre-season, performing updates and edits where required.
  • Complete arrival information for new CV properties and ensure ‘Know your Villa’ Document is created by the team locally.
  • Handle all non-customer generated booking changes (including but not limited to; alterations to included services, villa moves) and communicate to the customer where required.
  • Management of all flight schedule changes and the relevant inbox, allocating to other team members where required, communicating these with customers and ensuring a positive cost-effective outcome for customers, logging all associated costs.
  • Ensure accurate and on-brand customer-facing information is available for the Cook Service and pre-arrival shopping offering at CV Villas, for all possible properties.
  • Keep the CV Villas App updated with correct in-destination information and constantly strive to improve the information provided.
  • Perform checks on the team Resort Portal ensuring accurate information is feeding through to the team of Destination Experts.
• Administrative Duties
  • Efficiently share and confirm information with local suppliers such as arrival information, customer requirements etc to ensure that they can provide the best in-property CV Experience.
  • Update travel documentation with requested changes.
  • Assist with calls to airlines to make booking changes.
  • Support the Senior Operations Executive in ensuring that the Destination Expert team complete all necessary administrative ‘paperwork’ throughout the season (including but not limited to: start-ups and shut downs of properties, web amends, travel documentation checks, booking reports, incident reports, pre-arrival checks and expense reports) in line with the given deadlines.
  • Suggest and implement new processes and procedures for sourcing, logging and ordering in resort services (such as welcome pack inclusions, pre-arrival shopping etc.)
  • Maintain a clear database of in-destination information for the use of the Sales and Customer Experience Teams.
• Destination Expertise
  • Develop a deep understanding of all CV destinations, including local experiences, activities, and properties.
  • Keep the Head of Operations up to date with any relevant developments in Destination that may affect our customers or suppliers.
  • Assist with the organisation of familiarisation trips for CV staff, CV partners, press and agents where required.
  • Assist Operations Managers with any Crisis Management situations in destination.
  • Ensure that all Destination experts are responding to destination queries in a timely manner and feed back to the correct departments.
  • Off-season point of contact for sales and CX when it comes to Destination related questions and research.

You will have:

Essential

• Experience in previous customer-centric roles.
• Highly organised with excellent time management skills.
• Experience representing a company/brand across multiple relationships and environments.
• Proficient in use of Microsoft programs such as Teams, Excel, Outlook.
• Good level of written and spoken English.
• Process minded.
• Calm under pressure.

Desirable

• Experience training and motivating a team to achieve KPIs.
• Experience in previous operations focussed roles.
• Foreign Language Skills.
• Experience of suggesting and implementing policies and procedures for improvement.
• Crisis management experience.
• Previous experience working in Destination with a Tour Operator.

Personal Qualities

• Strong communication skills in various verbal and written forms.
• Innovative and creative with a solution focused approach.
• Flexible and adaptable to changing priorities.
• Resourceful and practical; can think on your feet and solve problems quickly and effectively.
• Positive “can do” attitude.
• Able to quickly build strong and trusted relationships.
• Good presentation skills.
• Strong team player.
• Decisive and action orientated.
• Customer-Centric Attitude with the willingness to go the extra mile.

Benefits & Perks:

• 23 days holiday, plus bank holidays (holiday allowance increases with length of service).
• Flexitime (including option to bank hours giving an additional 4 days off per year).
• Additional day off to celebrate your birthday.
• 2 volunteer days per year.
• Company matched pension scheme and life assurance.
• Company trips.
• Free annual travel insurance.
• Holiday concessions for personal trips - a complimentary villa per year!
• Friends & family holiday discounts.
• Travel season ticket loans.
• Cycle to work scheme.
• Learning & development opportunities.
• In-house wellness team.