Owner Experience Manager

Hours of Work: 40 Hours- Weekends required

Location: Sandy Balls, New Forest

Role: Holiday Home Sales

Salary: Circa £25,000 DOE

Transport Provided: No

Accommodation: No

Closing Date: 15 April 2021

Owner Experience Manager

What we need in a nutshell

We’re looking for an ambitious individual with previous customer service experience with excellent communications skills & previous experience in a service management role. A resilient self-starter who will be the liaison to our Holiday Home owners, Shared Ownership and Park Home Residents. Driving owner community through clear communication, setting realistic expectation to ensure that the Owner Experience is delivered to the highest of standards through outstanding service levels.

Sandy Balls Holiday Park is set in the heart of the beautiful New Forest just 5 minutes from Fordingbridge and 6 Miles from Ringwood this premium Holiday Park location is a true gem.

Sandy Balls has over 150 Holiday Home Owner, with 70 Residential Park Home owners and some Fractional Ownership customer, you will be the person that they go to with any issues that may arise and develop ownership engagement.  

Sandy Balls is a very diverse day to day operation with everything from swimming pools, Children play areas, retail outlet, entertainment venue, sports & leisure facilities and with numerous indoor and outdoor activities. Sandy Balls operates with a 12-month licence.

What you'll be doing

You will be reporting to the Deputy General Manager & working very closely with the rest of the Heads of Departments to ensure that we are providing a great service to our Holiday home owners and residents.

Away Resorts has an ambition to be recognised as the leading provider of holiday home ownership through creating a strong owner community spirit and delivering outstanding service level.

  • Being our Holiday Home Owner go to person from the point of purchase and that next step from the purchase in to Park life.
  • Being responsible for logging Aftersales and Warranty jobs and working with the Maintenance team & supporting them with regular updates.
  • Carrying out administration for the Holiday Home Sales team ensuring that they compliant with company policy and all paperwork is completed ready for new owner Welcome meetings.
  • Contacting our new owners within one month of Handover to ensure that the owner has no issues.
  • Keeping our Sales caravans to the highest standards by working with the Accommodation team to ensure our holiday homes are well presented for potential new Owners to visit.
  • Park Residents liaison including job reporting, general Park News, ensuring communication and compliance of Park rules and events.
  • Shared Ownership liaison, including checking a percentage of the accommodation on changeover days for Maintenance & Cleaning standards.
  • Attending and taking notes for the Shared Ownership AGM’s & planning the annual calender.
  • Monthly contact with shared Ownership owners to ensure that they have no issues and are happy with the service provided.
  • Arrange arrival and set up of new Holiday homes & working closing with the Maintenance Team for the siting new Homes.
  • Organise Guaranteed Income Allowance & Sublets sign ups with our Holiday Home owners. Liaise with Sublet coordinator to ensure that they are let.
  • Ensure all Owners are compliant with insurance and help identify new recharge revenue streams or services we can offer our owners.
  • Organise & coordinate Owner events happening at Park.
  • Take charge of any negative feedback received from the owners and find a mutual resolution.

Skills, experience and qualities you’ll need

First and foremost, you will be a people person. You will have a talent for making people feel special, whether it’s having the ability to genuinely listen to owners and building long term relationships with existing owners, by remembering the details that matter to them.

If you can demonstrate the following, we’d love to hear from you:

  • Outstanding people skills – friendly, patient and always ready to help
  • Exceptional organisation skills and able to work in a high-pressured environment.
  • Experience in a customer service management position.
  • Is a self-starter and can work under their own initiative?

It’s about your values too. We have a can-do, fun loving, people centred ethos here at Away Resorts, which is captured by our holiday heroes’ mantra of Attentive Amazing Lovers – if that’s fired up your curiosity, have a read about it here and decide if it describes you.

Want to join our team? Here’s how to apply

Just click on the Apply Now button and follow the instructions. To find out more about what it’s like to work for Away Resorts check us out at www.awayresorts.co.uk/careers.

Good Luck!

 

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