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Quality Assurance Executive

Chester

up to £18,000 plus Bonus OTE of £6,000

Permanent

Job Description: Quality Assurance Executive Location: Chester HQ - One City Place Reporting to: Quality and Performance Manager     Role Purpose Sykes Holiday Cottages are one of the UK's largest independent holiday letting agencies: a successful travel business with a strong year on year growth and ambition growth plans. Amongst our ongoing sucesses and new innovations we have continued to drive investments into the constant growth of our Customer and Owner portfolio! We understand that in order to thrive and continue our rapid expansion, it is essential that we continue building our portfolio of cottage rental properties and our New Owner Team sits right at the forefront of this project.    Role Outline  We are looking to add two Quality Assurance Executive's to our team - responsible for welcoming new property owners to Sykes Holiday Cottages and ensure that the initial stages of their journey of holiday letting are as smooth as possible. This is achievable through forming strong working relationships with owners and understanding their motivations, addressing their concerns and keeping in touch with them regularly through their early journey. The Quality Assurance Executive will quality check every property put live by the New Owner Team, looking for accuracy in terms of the propertys website listing, pricing, commercial terms and photography. They will then account manage the property and owner effectively, based on their requirement. This will include scheduling phone calls based on the propertys first booking, net promoter score customer feedback and monitoring booking performance and booking pace of the property against similar properties in the region, and against the projections received by the owner. Effective account management will highlight any issues in aproactive manner to pre-empt and concerns the owner may have. In addition, atime-sensitive reaction to negative customer feedback is extremely important.Once satisfied that the owner and property are performing to industryexpectations, the QA Executive will be responsible for handing the propertyover to the BAU owner relations team. In doing so, it is important that you canliaise with other departments within the business. Measurement of success is recognised through customer andowner net promoter scores, a reduction in under-performing properties and thosewith a long graduation lead-time. In addition, you will be measured on servicelevels and quality through CSAT and call-scoring. The ideal candidate will have experience in effectiveaccount management of a large portfolio, able to prioritise their workloadaccordingly, and have excellent levels of customer service. A knowledge of theUK holiday let industry is desirable. Working within our dedicated New Owner Team - your responsibility will be to deliver the following areas:  Account management of a portfolio of owners and properties varying in size and quality across the UK and Ireland.Ownership of thorough and in-depth quality checks to all new properties ensuring tick rating consistency in line with the new brand guidelines, correct display of features, accurate pricing and the relevant commercial terms.Work both proactively and reactively where required to relationship manage the whole owner journey from the first day of the property being live, through the first booking call and the customer feedback through to graduation.Feedback to relevant department on improvements based on staff/owner feedbackUnderstand all organisations products, services, procedures, guidelines.To create an environment oriented to trust, open communication, creative thinking and a collaborative approachA flexible approach to the role is required and the ability to move around the business should this be requiredAny other duties as are within the scope, spirit and purpose of the job.   Skill Requirments EssentialExperience        Excellent attention to detail        Excellent communication skills, both written andverbal.        Strong interpersonal skills.        Computer literate.   DesirableExperience       Quality assurance background       Knowledge of account management       Product performance reviewing       Holiday letting process and set up   About Us Sykes is one of the UK's leading independent holiday cottage rental providers. By 2020, we're aiming to be Number One in the UK. It's an ambitious goal, but that hasn't stopped us succeeding before. Our success has been recognised both within and beyond our industry - we've won a prestigious "Best in Industry" award at the British Travel Awards for the last five years, and have been recognised by the London Stock Exchange Group as one of the "1,000 companies to inspire Europe". We're a fast-paced, exciting company to work for, but haven't forgotten our roots from Sykes' founding days at a kitchen table.  Although we work hard, we also believe in rewarding thathard work. In addition to salaries, we offer a generous benefits packageincluding:       33 days holiday (including bank holidays)       An additional day off during the week of yourBirthday       Annual bonus scheme       Staff pension       Private Medical       Death in Service payment       Subsidised park and ride passes       Enhanced Maternity and Paternity pay       Long service awards - cash payments andincreases in holiday allowances       Staff discount on cottage holidays       Free worldwide travel insurance (includingfamily members)       Wellness extras, including free annual flu jabs,reflexology sessions and free fruit supplied in the office

Posted 13 days ago

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