John Bray Cornish Holidays part of Sykes Holiday Cottages, have the exciting opportunity for an Account Manager to join our bustling Rock, Cornwall team
Salary: Up to £25,000 per annum plus on call opportunity to earn £350-£525 extra per week.
Work Days & Hours: 37.5 hours per week / Monday to Friday 9am until 5:30pm working 1 in 4 Saturdays on a rota basis / On call on a rota basis.
Working Location: Office Based
Team: Owner Success
Reporting to: Owner Experience Manager

ABOUT US

For nearly 50 years, John Bray Cornish Holidays has offered a collection of some of the best-located self-catering cottages and holiday homes in North Cornwall’s stunning areas, including Rock, Daymer Bay, Polzeath, and Port Isaac. Our properties are nestled within a 5-mile radius of this Area of Outstanding Natural Beauty, many with breathtaking sea views and all within a mile of the coast.
From luxurious coastal homes to traditional cottages and large family houses, we offer a wide range of properties to suit all tastes. Our personal service and insider knowledge are at the heart of what we do, ensuring every guest enjoys the perfect holiday experience. With a friendly team based locally in Rock and Port Isaac, we’re always on hand to help with any queries and provide expert advice.
As part of Sykes Holiday Cottages, John Bray is committed to creating lasting holiday memories with a positive social and environmental impact.

SKILLS AND QUALIFICATIONS

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.

ABOUT THE ROLE

As an Account Manager, you’ll oversee multiple communication channels, ensuring prompt and effective solutions for both guests and property owners. You’ll also have the opportunity to earn an additional £350-£525 per week as part of our on-call team, handling urgent guest issues on a rota basis one week in four. This includes receiving and triaging calls, with additional payments of £50 per night or £75 for late-night calls past 10pm.
If you excel at problem-solving and relationship-building, this role offers the chance to make a real impact while contributing to creating unforgettable holiday experience for our Customers!

AS ACCOUNT MANAGER, YOU WILL BE RESPONSIBLE FOR THE FOLLOWING AREAS OF ACCOUNTABILITY:

• Responding to any holidaymaker and owner issues through multiple communication channels within agreed service level targets.
• Primary and direct contact for owners of local brand and support to other brands as required
• Ensuring quick, satisfactory resolution of issues for holidaymakers and owners.
• Maintaining accurate, detailed records of all interactions, whether that be on the booking profile or the owner profile.
• Proactively monitoring and collaborating with owners to enhance property performance.
• Escalating urgent or high-priority issues to senior management when necessary.
• Supporting owners with health and safety compliance guidance.
• Owner retention through creating advocacy and maintaining effective communication
• Working collaboratively with colleagues in Property Services, Quality and Revenue management to identify resolution to owner queries or complaints
• Responding to guest feedback and working with owners to ensure our NPS continues to grow.
• Covering Out of Hours emergency phone on a Rota basis, as such requires travel, so own car and driver is essential.