Customer Service Executive

About Us

Luxury Cottages was launched in 2020 to create a service to match discerning guests with the highest quality of luxury stays in the most sought-after locations across the UK. Our mission is to provide luxury rental properties that feel just like home, right down to the finer details. That’s why our selection stands out from the crowd with unique features that turn holidays in the UK into a spectacular experience. Whether it’s staying in a barn conversion with countryside charm or a stately home with state-of-the-art facilities that will make our guests feel like royalty – we choose only holiday homes that provide that mouth-wide-open reaction the moment you open the door.

We offer flexibility through hybrid working where time will be split between an office-based sales environment and working from home.

Role Overview

We are looking for an additional member to join our guest services team. The successful candidate will have a passion for delivering excellent customer service alongside extensive travel experience. They will become part of the team and responsible for maximising sales from generated booking enquiries and also seek to engage with new leads driven by our media campaigns. Having a proven track record in sales and service, they will be highly organised and a confident communicator who is resilient and used to one to one communication with guests and owners. They will be a versatile team player who is also happy to work independently with a happy to help mentality.

Requirements

Experience within the holiday letting sector or luxury travel sector
Excellent communication and customer service experience both written and verbal
Proven experience of work requiring high levels of accuracy and attention to detail
Ability to prioritise workload and manage your time efficiently
High level of numeracy and good all-round knowledge of the detail required to process a booking efficiently and accurately
Able to create and edit guest documentation to a high standard
Flexible approach to working
Good at problem-solving and finding solutions
Microsoft Office skills – Excel spreadsheets and Word documents
We operate a 7 day week service – weekend work is part of the role with corresponding time off during the week on a rota basis
We aim to ensure that rotas are shared in advance with flexibility around change
We offer an out of hour emergency service which operates on a rota basis and is renumerated outside the advertised salary

Beneficial Experience

Experience in using CRM or project management systems (including but not limited to HubSpot)
Experience with booking and reservation systems (including but not limited to SuperControl)
Experience with online banking and payment systems (e.g. Stripe)
General office management skills
Brand ambassador for Luxury Cottages at all times