Owner Retention Specialist

Are you a natural at building rapport? Have a talent for resolving issues? Showcasing your strong rapport building skills, customer relations experience and business knowledge, we have an opportunity for a customer-driven Specialist to join our Owner Retentions team at our Chester Head Office., Advising and caring for our Owner base, our newest Owner Retentions Specialist will be crucial in building long standing, trusting relationships with our Owners within our Owner Performance team whilst exceeding your monthly business targets.

Day to day our newest addition will be ensuring we develop strong relationships allowing us to maintain high owner retention rates and control and improve the quality of our property portfolio as well as maximising owner performance, retention and satisfaction whilst proactively converting any issues (detractors) into solutions (promotors).

Your new role will see you communicating and liaising via telephone or email, finding a solution satisfactory to all parties and showcasing your personality to ensure our customers have the best experience possible whilst holidaying with Sykes making this the perfect opportunity for those with a passion for resolving issues, who are able to uncover problems and build trusting relationships

This is the perfect opportunity for those who are independent and able to think on their feet to form strong working relationships with Owners, understanding their motivations, addressing their concerns, keeping in touch with them regularly.

Your Responsibilities

We are looking for those who can share in our vision, who take pride in delivering the best possible service and go the extra mile to make Owners experience memorable!

A typical day within your new position will see you:

• Make proactive efforts to retain existing owners


• Identify any trends and potential risks, recommend solutions and implement them quickly


• Utilise sales techniques and objection handling to overcome situations whilst keeping a long term relationship in mind


• Actively engage with owners in a timely manner


• Create strong relationships


• Offer sound, professional advice over the phone and at times, face to face


• Complete day-to-day tasks within the Owner Performance Team and the wider business


• Recognise any other opportunities, such as extra properties belonging to the owner


• Identify, share and spread best practise throughout the business


• Discuss and implement pricing changes ensuring a logical commercial approach to any discussions


• Demonstrate excellent teamwork
  
  We are looking for those who can share in our company goals, values and ethos, who can grow alongside us and whose skills can aid our ongoing success.


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.

First and foremost we are interested in those who have the potential to hold these values, as for this position, we ask you to have the following key skills:

• Outstanding verbal and written communication skills


• Previous sales, customer relations or account management experience


• Strong analytical and problem solving skills


• Excellent negotiator with a commercial background


• Able to build, manage and maintain strong relationships


• Good influencing skills


• Experience working with MS office including Windows, Word, Excel


...although standouts will also have:

• Conflict resolution experience


• Owner retention experience


• Experience in a commercial environment


If you are actively seeking your next career challenge, keen to join a diverse, exciting team, or want to grow your career within an industry leader, we welcome you to get in touch or apply!

Sykes Holiday Cottages is a business with big dreams and bursting with ambition. We have pinned our sights on becoming the UK's number one holiday rental agency and will stop at nothing to reach our goal, combining over 30 years' industry experience with our fierce company drive to become the best in the market for what we do. What started as a small, family-run company has now grown to be an 2000-strong workforce of ambitious, passionate professionals working under the Forge Holiday Group parent brand.

The Forge Holiday Group encompasses Sykes Holiday Cottages, Forest Holidays, UKcaravans4hire and Bachcare in New Zealand and unites us under four company values, which are the foundations of every aspect of our business and remain at the heart of everything we do. 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.

Sykes Holiday Cottages is extremely proud to be B Corp Certified, which means we are part of a global community of businesses leading a worldwide movement for an equitable, inclusive and regenerative economy.

Diversity and Inclusion:

Here at the Sykes Cottages Family, 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.

Hybrid Working:

We are proud to support hybrid-working across the business, with a mixture or remote and office working available. This will be discussed during your interview.

Joining this sales-focussed position, you can make the most of our generous commission scheme with potential to earn £500 per month on top of your monthly salary.

In return for your hard-work, we can ensure you join a vibrant, inclusive work culture, make the most of fantastic career progression opportunities and our standout company benefits!, Paying a salary of up to £22,308 (OTE potential of £28,000 per annum) plus OTE of up to £500 pcm
Working hours covering Monday to Sunday 9am-5.30pm with 2 days off in the week
️ 33 days annual leave including bank holidays
Plus an additional day off for your Birthday
Plus an additional two volunteering days per year
A flexible hybrid-working policy, with a min two days a week from our Chester head office
An enhanced maternity and paternity policy
Inclusive and supportive work environment
Employee discounts and benefits with your wellbeing at the centre
Opportunities for career progression, personal development and opportunities to be recognised
Comprehensive training and development programs to set you up for success
Study support for additional qualifications, courses and accreditations
Numerous dedicated wellbeing initiatives and access to 24/7 mental health support
️ ️ On-site gym at our Chester HQ
Regular social events including weekly Breakfast Club and 'Bring your Dog to Work' day!