Account Manager
| Posting date: | 01 May 2025 |
|---|---|
| Salary: | £25,000.00 per year |
| Additional salary information: | Up to £25,000 per annum |
| Hours: | Full time |
| Closing date: | 29 May 2025 |
| Location: | Devon, TQ8 8FE |
| Company: | Sykes Holiday Cottages Ltd |
| Job type: | Permanent |
| Job reference: | ORG5842-AM1301852SalAM |
Summary
Coast and Country Cottages part of Sykes Holiday Cottages, have the exciting opportunity for an Account Manager to join our bustling Salcombe team
Salary: Up to £25,000 per annum.
Work Days & Hours: 40 hours per week / Monday to Saturday 9am-5.30pm (with a day off in the week) plus on call on a rota basis.
Working Location: Office Based in Salcombe.
Team: Owner Success
Reporting to: Owner Experience Manager
About Us
Coast & Country Cottages is a holiday letting agency, marketing and managing over 450 holiday homes across the stunning South Devon coast and countryside. Whether you’re looking to stay in the harbour towns of Salcombe or Dartmouth, in the fishing villages of Hope Cove and Thurlestone, or on the breath-taking Start Bay coastline, we have a range of South Devon holiday homes to suit your requirements.
About the Role
As an Account Manager, you’ll play a crucial role in delivering exceptional experiences for both holidaymakers and property owners. You’ll be the primary point of contact for owners, offering expert guidance, proactive support, and efficient issue resolution. With strong communication skills and a customer-focused mindset, you’ll navigate multiple channels to ensure timely and effective solutions, always aiming to enhance satisfaction and build long-lasting relationships.
If you excel at problem-solving and relationship-building, this role offers the chance to make a real impact while contributing to creating unforgettable holiday experience for our Customers!
Alongside your daily duties, you will have the opportunity to earn between £350-£525 extra per week as part of our on call team. You will cover our on call phone lines used for escalation issues with our guests on a rota basis covering 1 week in 4 alongside the rest of the team. Operating once a month, you will cover the on call phone, receiving urgent guest issues and triaging to the appropriate team efficiently. In return you will receive additional payment of £50 per night, or £75 per night if calls come in past 10pm.
Your Responsibilities
As Account Manager, you will be responsible for the following areas of accountability:
Responding to any holidaymaker and owner issues through multiple communication channels within agreed service level targets.
Primary and direct contact for owners of local brand and support to other brands as required
Ensuring quick, satisfactory resolution of issues for holidaymakers and owners.
Maintaining accurate, detailed records of all interactions, whether that be on the booking profile or the owner profile.
Proactively monitoring and collaborating with owners to enhance property performance.
Escalating urgent or high-priority issues to senior management when necessary.
Supporting owners with health and safety compliance guidance.
Owner retention through creating advocacy and maintaining effective communication
Working collaboratively with colleagues in Property Services, Quality and Revenue management to identify resolution to owner queries or complaints
Responding to guest feedback and working with owners to ensure our NPS continues to grow.
Covering Out of Hours emergency phone on a Rota basis, as such requires travel, so own car and driver is essential.
Skills and Qualifications
By Being One Team, Owning it, Communicating Honestly and showcasing a devotion to Learning, Growing and Innovating, we remain true to our original ethos and ensure we stay true to our Customers, Owners and Colleagues alike.
All we ask if you have the following:
Previous experience in customer service or customer relations.
Excellent attention to detail.
Outstanding communication skills, both written and verbal.
Strong interpersonal skills and negotiation skills.
Confident working within a team.
Computer literate, specifically in MS office.
Able to work under own initiative and meet tight deadlines.
Although standouts will also have:
Experience working in the travel & tourism, holiday letting or hospitality sector.
Previous experience working in a customer facing environment, both in person and on phones.
Strong MS excel skills.
Knowledge of the local area.
Sykes Cottages Company Benefits:
Annual STIP Company-wide Bonus Scheme offering an additional 10% of your salary through our performance-based bonus program
33 days of annual leave + bank holidays, up to 5 extra days with long service
A day off to celebrate your Birthday
Two paid Volunteering Days off annually
One of only 1000 BCORP-certified companies in the UK
Enhanced Parental leave (24 weeks maternity, 3 weeks paternity at 100% pay)
Exclusive discounts on stays for you, family and friends
Discounts and offers with a focus on your overall wellbeing
Health Cash Plan
Training & Development programs to set you up for success
24/7 mental health support and initiatives
Employee Savings Scheme transferring directly from your salary
Long Service Awards
Hybrid working for selected roles only.
Diversity and Inclusion: We encourage and welcome our people to bring their authentic and best selves to work every day. We know the power that comes from different ideas, backgrounds and perspectives. We recognise the role diversity plays in achieving our goals as a business. We actively welcome applications from as wide a range of backgrounds as possible. If you need any particular support or accommodations as part of your application process, please get in touch - our recruitment team are happy to help.
If you are actively seeking your next career challenge, keen to join a diverse, exciting team, we welcome you to get in touch or apply!
Salary: Up to £25,000 per annum.
Work Days & Hours: 40 hours per week / Monday to Saturday 9am-5.30pm (with a day off in the week) plus on call on a rota basis.
Working Location: Office Based in Salcombe.
Team: Owner Success
Reporting to: Owner Experience Manager
About Us
Coast & Country Cottages is a holiday letting agency, marketing and managing over 450 holiday homes across the stunning South Devon coast and countryside. Whether you’re looking to stay in the harbour towns of Salcombe or Dartmouth, in the fishing villages of Hope Cove and Thurlestone, or on the breath-taking Start Bay coastline, we have a range of South Devon holiday homes to suit your requirements.
About the Role
As an Account Manager, you’ll play a crucial role in delivering exceptional experiences for both holidaymakers and property owners. You’ll be the primary point of contact for owners, offering expert guidance, proactive support, and efficient issue resolution. With strong communication skills and a customer-focused mindset, you’ll navigate multiple channels to ensure timely and effective solutions, always aiming to enhance satisfaction and build long-lasting relationships.
If you excel at problem-solving and relationship-building, this role offers the chance to make a real impact while contributing to creating unforgettable holiday experience for our Customers!
Alongside your daily duties, you will have the opportunity to earn between £350-£525 extra per week as part of our on call team. You will cover our on call phone lines used for escalation issues with our guests on a rota basis covering 1 week in 4 alongside the rest of the team. Operating once a month, you will cover the on call phone, receiving urgent guest issues and triaging to the appropriate team efficiently. In return you will receive additional payment of £50 per night, or £75 per night if calls come in past 10pm.
Your Responsibilities
As Account Manager, you will be responsible for the following areas of accountability:
Responding to any holidaymaker and owner issues through multiple communication channels within agreed service level targets.
Primary and direct contact for owners of local brand and support to other brands as required
Ensuring quick, satisfactory resolution of issues for holidaymakers and owners.
Maintaining accurate, detailed records of all interactions, whether that be on the booking profile or the owner profile.
Proactively monitoring and collaborating with owners to enhance property performance.
Escalating urgent or high-priority issues to senior management when necessary.
Supporting owners with health and safety compliance guidance.
Owner retention through creating advocacy and maintaining effective communication
Working collaboratively with colleagues in Property Services, Quality and Revenue management to identify resolution to owner queries or complaints
Responding to guest feedback and working with owners to ensure our NPS continues to grow.
Covering Out of Hours emergency phone on a Rota basis, as such requires travel, so own car and driver is essential.
Skills and Qualifications
By Being One Team, Owning it, Communicating Honestly and showcasing a devotion to Learning, Growing and Innovating, we remain true to our original ethos and ensure we stay true to our Customers, Owners and Colleagues alike.
All we ask if you have the following:
Previous experience in customer service or customer relations.
Excellent attention to detail.
Outstanding communication skills, both written and verbal.
Strong interpersonal skills and negotiation skills.
Confident working within a team.
Computer literate, specifically in MS office.
Able to work under own initiative and meet tight deadlines.
Although standouts will also have:
Experience working in the travel & tourism, holiday letting or hospitality sector.
Previous experience working in a customer facing environment, both in person and on phones.
Strong MS excel skills.
Knowledge of the local area.
Sykes Cottages Company Benefits:
Annual STIP Company-wide Bonus Scheme offering an additional 10% of your salary through our performance-based bonus program
33 days of annual leave + bank holidays, up to 5 extra days with long service
A day off to celebrate your Birthday
Two paid Volunteering Days off annually
One of only 1000 BCORP-certified companies in the UK
Enhanced Parental leave (24 weeks maternity, 3 weeks paternity at 100% pay)
Exclusive discounts on stays for you, family and friends
Discounts and offers with a focus on your overall wellbeing
Health Cash Plan
Training & Development programs to set you up for success
24/7 mental health support and initiatives
Employee Savings Scheme transferring directly from your salary
Long Service Awards
Hybrid working for selected roles only.
Diversity and Inclusion: We encourage and welcome our people to bring their authentic and best selves to work every day. We know the power that comes from different ideas, backgrounds and perspectives. We recognise the role diversity plays in achieving our goals as a business. We actively welcome applications from as wide a range of backgrounds as possible. If you need any particular support or accommodations as part of your application process, please get in touch - our recruitment team are happy to help.
If you are actively seeking your next career challenge, keen to join a diverse, exciting team, we welcome you to get in touch or apply!
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.