Call Handler

We are a UK-based Holiday Home Management company with over 700 properties under management, and plans to have 5,000 properties under management by 2026.

We have a full-time Call Handler position open that will cover both Guest Services and our Owners Team within our Customer Experience Team.

You must speak fluent English.

You must also have a strong understanding of written English and be confident in your written communication to be successful in this role.

As Call Handler, you will spend each day working to capture the hearts of our customers. With a genuine passion for service and problem resolution you will be working within a team of people who thrive from making a positive difference. You will grasp every opportunity to make someone’s day, have a positive outlook, and love a reason to help others.

You will help our customers book their holidays, providing them with all the information they need from the time of booking right up to when they go on holiday. You will continue to support them if something isn’t quite right whilst they are on holiday, along with investigating and resolving customer complaints. You will do this through multiple channels including telephone, email, live chat and social media where needed.

As a Call Handler you will work within a supportive team environment and handle all customer queries so you can support them, whatever their reason for contacting us may be. You will have the desire, drive and commitment to exceed our customers’ expectations and deliver an exceptional customer experience.

This will include, but not limited to the following duties:
• Taking calls from our customer’s
• Builds strong relationships with our customers that will enable you to enhance a customer’s holiday.
• Show your commitment to helping others by demonstrating a sincere personality and excellent communication skills.
• Look for ways to exceed customer expectations & always be willing to go the extra mile.
• Deal with customer enquiries and complaints over the telephone.
• Take ownership of customer problems and resolve them to the customer’s satisfaction.
• Support the team by making guests future holiday bookings.
• Deliver a fantastic customer experience in line with our values.
• Assist customers in making bookings or answering questions about their upcoming breaks.
• Negotiate with customers on the price of holidays when required.
• Guide and assist customers on their upcoming holidays with queries they may have about their accommodation or the location they’re visiting.
• Provide support for customers whilst they are on holiday and when in need of assistance.
• Offer customers products and services.
• Keep records of conversations on our database.
• Respond to customer reviews and put corrective measures in place.
• Investigate and solve customer and owner issues in a responsive, sensitive, calm and professional manner using a range of communication channels, phone, email, live chat & social media.
• Negotiate with customers and owners on how to resolve issues.
• Update systems to maintain accurate records.
• Work collaboratively with other departments such as reservations, property management and managed Services to resolve and investigate complaints.
• Be flexible to perform other duties, as and when required to ensure the smooth running of the organisation and to meet the needs of the business.
• Take ownership of any problems and understand what a customer truly needs, then get to a resolution as quickly as possible, nothing should be too much trouble.