We’re looking for a hardworking, driven, and passionate candidate to join our team as we get set for further growth in 2026, helping our owners to maintain their high quality properties, and to ensure our guests receive the very best customer service whilst staying with us.
Are you passionate about Customer Service and Management and looking for a new, exciting challenge? If you answered yes, then look no further, a role at Host & Stay is just what you are looking for.
As a Customer Resolution Team Leader at Host & Stay, you will be responsible for ensuring exceptional customer satisfaction by effectively managing and resolving guest complaints and damage claims. Your role will involve investigating issues, communicating solutions clearly and empathetically, and maintaining detailed records. You will also lead and mentor a team of Customer Resolution Executives and Guest Care Executives, implement policies to enhance service quality, analyse feedback to identify areas for improvement, and perform day‑to‑day people management of the teams.
Responsibilities
- Customer Complaint Resolution: Address and resolve guest complaints promptly and professionally; investigate thoroughly; communicate resolutions clearly; document all complaints and resolutions in the customer experience database; manage processes and workflows for complaints.
- Damage Claims Management: Handle guest damage claims with fairness and accuracy; coordinate with internal departments to assess and validate claims; agree settlements and ensure timely processing; maintain detailed records; oversee claim workflows.
- Customer Service Excellence: Develop and implement customer resolution policies and procedures; train and mentor the Customer Resolution and Guest Care teams on best practices; monitor customer feedback and identify trends; work with other departments to improve overall service quality.
- Continuous Improvement: Stay updated on industry best practices; lead initiatives to enhance the efficiency and effectiveness of the complaint and claim resolution process; foster a culture of continuous improvement; generate regular reports on complaint and claim metrics; analyse data to identify areas for improvement and recommend corrective actions.
Qualifications
- Experience in Customer Service Management or Management Roles.
- Strong problem‑solving skills with the ability to remain calm and effective under pressure.
- Excellent verbal and written communication skills.
- Proficiency in customer service software and MS Office Suite.
- Collaborative approach; strong leadership and team‑management skills.
- Ability to work flexible hours, including evenings and weekends, as needed.
- Analytical skills to interpret customer feedback and identify trends for continuous improvement.
- Experience handling sensitive information with professionalism and confidentiality.
- Full driving licence (reasonable adjustments for disability are explored).
- Flexible and open to change; professional and customer‑orientated approach; effective team worker; proactive and committed to continuous improvement in service delivery.
Benefits
- Health Cash Plan.
- Employee Assist Program.
- Paid Volunteering Day.
We are proud to be a Disability Confident Employer.
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