COMPANY DESCRIPTION

StayCotswold is a leading independent agent for luxury holiday cottage rentals in the Cotswolds. Founded in 2009, StayCotswold has achieved rapid and sustained growth in recent times, since being joined by three new Directors three years ago.

JOB DESCRIPTION

The primary focus of this role is to work alongside the existing Customer Service & Finance Advisors, and has two main areas of focus:
a) providing a high quality service to StayCotswold guests, including responding to booking enquiries, processing booking information, updating all necessary parties and recording the transaction in the appropriate systems, and dealing with guest and owner queries relating to these bookings;
b) ensuring that the underlying financial processes are completed accurately and on time, and all systems properly updated and reconciled.

QUALIFICATIONS & EXPERIENCE REQUIRED:

• Good GCSE results
• Good A-level results (preferred)
• Proven experience in a (or preferably several) customer-facing environment(s) and ability to work with numbers
• Experienced in many aspects of office work, such as, but not limited to: telephone and email handling, interacting with various company stakeholders, working on your own, data recording, customer service, financial administration, producing tailored communication, etc
• Previous sales and finance experience desirable but not required
• Proof of right to work in the UK

TECHNICAL SKILLS REQUIRED:

• Confident and experienced with Microsoft Excel & Outlook and the internet
• Numeracy literate and comfortable working with numbers

Enquiry Process:

• Responding to telephone, internet and email enquiries from guests by answering their questions about properties, prices and availability within agreed timescales
• Understanding how prices are calculated and providing commercial quotations to guests
• Providing guests with alternative property options that meet their needs if the original property is not available or does not meet their needs, for example financially or due to a lack of specific facilities
• Following up with guests who have not booked or responded, within agreed timescales, in order to maximise every sales opportunity

Booking Process:

• Handling all guest booking confirmations, ensuring that written confirmation is provided to every guest (and property owner), including any payment confirmation and dates of stay
• Ensuring that all necessary property information, directions, etc are sent to the guest within agreed timescales and that they have everything they need to make their holiday run smoothly
• Managing all ad hoc incoming email and telephone guest enquiries, liaising with the company directors and any property owners where necessary, in order to source necessary information and answers for the guest
• Contacting all guests following their stay, to seek feedback on their holiday experience
• Ensuring all necessary stakeholders are informed of the feedback and action is taken, if necessary
• Handling any guest complaints that may arise and ensuring that the StayCotswold Directors, Housekeepers and Property Owners, as necessary, are updated with feedback

Control & Financial Process

• Taking payment from guests and ensuring payment is received in line with StayCotswold booking terms and conditions
• Performing the bank reconciliation process
• Chasing outstanding payments
• Taking and refunding security deposits
• Updating and reconciling relevant booking and finance systems

Other Duties:

To share in the operation of the office, including:

• First point of contact for all incoming telephone calls and incoming emails
• Responsible for all general and office administration and other ad hoc tasks that arise and are necessary to complete as part of day-the to-day running of the business

To work with our existing property owners:

• Taking calls from existing StayCotswold property owners, answering their questions and keeping the StayCotswold Directors updated
• Taking calls from new Property owners who are interested in joining StayCotswold, establishing key facts then ensuring that this information is passed to the StayCotswold Directors as soon as possible, in order that they can follow up on these sales opportunities
• Ensuring all relevant databases and spreadsheets are kept fully up-to-date

This job description is not exhaustive and other tasks will be asked of the employee within reason. This role is anticipated to adapt and evolve with the needs of the business and, wherever possible and necessary, in full partnership with the employee.