Owner Experience Manager

Owner Experience Manager

Tattershall Lakes Country Park, LN4 4LR
Permanent | 40 Hours per Week
Salary: £32,000

About Us

Away Resorts has 27 incredible parks across the UK, from Scotland to Cornwall. We're passionate about creating amazing staycation experiences for both our holiday guests and our holiday homeowners.

As our largest flagship resort, Tattershall Lakes is home to more than 1,000 holiday homeowners. We're looking for an enthusiastic and experienced Owner Experience Manager to ensure every owner receives outstanding service and support throughout their ownership journey.

As a key member of the Park Management Team, you'll champion the interests of our homeowners, helping to create memorable experiences while delivering exceptional standards of service.

What We Can Offer You

• Pension Scheme - helping you plan for your future
• Up to 50% discount on Away Resorts holidays
• 20% discount across our parks
• Team incentive schemes
• Holiday Hero Menu with discounted meals on park
• Life Insurance for added peace of mind
• Enhanced Maternity and Paternity Pay after two years' service
• Holiday Buy Scheme
• Help@Hand wellbeing support
• Ongoing career development and progression opportunities

The Role

Our homeowners invest in more than just a holiday home; they're investing in a lifestyle and a place to create memories. We are committed to delivering an experience that exceeds expectations, and you'll play a vital role in making that happen.

Reporting to the Head of Sales & Owners, you'll lead the homeowner experience on park, ensuring a seamless journey from handover through to aftersales support and ongoing ownership.

Key Responsibilities

• Deliver an exceptional experience for current and prospective holiday homeowners.
• Build strong, trusted relationships with homeowners and act as their key point of contact.
• Coordinate with maintenance teams, manufacturers, and contractors to ensure issues are resolved efficiently.
• Oversee holiday home handovers, ensuring every home is fully prepared and presented to the highest standard.
• Drive a culture of outstanding customer service and communication across the team.
• Monitor and measure service performance, identifying opportunities for improvement.
• Work collaboratively with departments across the park to enhance the homeowner journey.
• Lead regular cross-functional meetings to ensure homeowner enquiries and issues are managed effectively.
• Take ownership of aftersales and warranty processes, improving response times and customer satisfaction.
• Identify and implement improvements to systems, communication, and ways of working.

Core Responsibilities

• Deliver budgeted EBITDA targets for owner recharge services
• Consistently improve homeowner satisfaction and loyalty.
• Resolve homeowner queries and concerns quickly and effectively
• Reduce lead times for aftersales and warranty resolutions.
• Ensure smooth and efficient holiday home handovers.
• Drive continuous improvement across homeowner processes, communication, and service delivery.

About You

We're looking for someone who is passionate about delivering exceptional customer experiences and building strong relationships.

You'll ideally have:

• Excellent organisational and time management skills
• Outstanding communication and interpersonal skills
• Previous leadership or management experience
• A strong customer-focused mindset
• Experience within the holiday park industry or an owners-only park environment
• The ability to collaborate across multiple departments and influence positive outcomes

Our Values

At Away Resorts, we're all about creating amazing experiences and putting people first. Our Holiday Heroes live by our Attentive, Amazing, Lovers values, bringing energy, positivity, and care to everything they do.

If this sounds like you, we'd love to hear from you.

Want to Join Our Team?

Simply click HERE and follow the application process.

To find out more about life at Away Resorts, visit: www.awayresorts.co.uk/careers

Our Promise to You

Holiday Heroes come with all kinds of different superpowers, and we welcome them all.

We're committed to creating an inclusive workplace where everyone feels valued, respected, and able to bring their whole selves to work. Diversity makes us stronger, and we're proud to support equal opportunities for everyone.

Good luck - we look forward to hearing from you!

#INDHP