Homeowner Service Advisor

Homeowner Service Advisor (FTC)

Location: Bideford (office-based or hybrid depending on location)

Contract: Fixed Term Contract

Hours: Full time or 30 hours per week (0.8)

Your next chapter

We're looking for customer-focused and highly organised Homeowner Service Advisors to join our team on a fixed term basis. This role is key to delivering exceptional support to both new and existing Homeowners, helping to provide a seamless experience from onboarding through to ongoing account support.

As a central point of contact for our Homeowners, you'll manage queries across multiple channels, resolve issues efficiently and provide proactive support throughout the customer journey. Working closely with teams across the business, you'll ensure our Homeowners receive a consistently high standard of service while helping us meet service levels and onboarding targets.

We're recruiting for two opportunities and can consider either full time or 30 hours per week (0.8) working arrangements.

What you'll be doing

• Providing professional and responsive support to Homeowners across phone, email and other communication channels
• Managing queries, concerns and requests confidently, aiming for swift and effective resolution
• Supporting new Homeowner onboarding activity, including documentation collection, letting agreement administration and compliance checks
• Working towards onboarding and service targets, helping to support new Homeowner sign ups and retention
• Delivering accurate administrative support to internal teams and ensuring processes are completed correctly and efficiently
• Maintaining high standards of data accuracy and ensuring compliance with GDPR and internal policies
• Meeting Service Level Agreements (SLAs) and quality standards across all areas of work
• Supporting Homeowner Account Managers with portfolio related administration, including pricing updates, guest feedback, quarterly contacts and pre arrival actions
• Collaborating with teams across the business to resolve issues and improve the overall Homeowner experience
• Supporting knowledge sharing and continuous improvement within the team
• Keeping up to date with business processes, systems and service updates through ongoing learning and development

What we're looking for

• Experience delivering excellent customer service in a fast paced environment
• Strong communication skills with the ability to build positive relationships and manage queries professionally
• Excellent organisational skills with the ability to manage multiple priorities and deadlines
• High attention to detail and accuracy when handling administrative tasks and customer information
• Confidence using CRM systems and Microsoft Office tools including Excel, Word and Outlook
• Experience working to targets, SLAs or service standards
• A good understanding of handling confidential information and GDPR compliance
• Strong problem solving skills with a proactive and solutions focused approach
• A collaborative team player who enjoys supporting colleagues and working across departments
• The ability to adapt positively to changing priorities and business needs

It would be great if you also have

• Experience within the holiday letting, travel or property industry
• Good geographical knowledge

Why join us?

At Travel Chapter, we're proud to be the holiday home people. We're passionate about creating exceptional experiences for our Homeowners and guests, and our people are at the heart of everything we do.

We're an inclusive organisation and welcome applications from all backgrounds. If you require any reasonable adjustments as part of the recruitment process, please let us know and our People Team will be happy to support.

Ready to start your next chapter?