Customer & Owner Team Manager

  • Location
    Chester, Cheshire
  • Salary
  • Category
    Sales & Retail - Customer Service Manager
  • Job type
  • Industry
    Sales and Retail
  • External Reference

Customer and Owner Team Manager

About the role:

The role of Customer & Owner relations Team Manager involves motivating, developing and driving a team of agents to deliver the highest levels of customer service to Holiday Makers and Owners.

This role leads and motivates a team of Resolution/Customer experts to succeed. This is a demanding area of our Operational function and requires a strong leader to support and drive behaviours and accountability

The role involves ensuring that your team, along with the Operations department, are driven to succeed, to ensure that the Operations department exceed their targets, deliver outstanding customer service, exceptional quality and are a results and Customer driven environment.

The Customer & Owner relations Team Manager must have proven leadership experience and success in managing people, driving change, have a proven record of accomplishment in improving results alongside delivering outstanding customer service and quality.

They must put the customer and owner at the heart of every decision made and have the ability to influence change, drive performance and motivate a team of people

Core accountabilities:

  • Accountable for Customer & Owner Relations teams. Deliver and monitor department key performance indicators.

  • Accountable for optimum staffing at all times

  • Accountable for a fun and dynamic environment

  • Conduct regular reviews of Specialist Advisor performance and manage under performance

  • Lead the team to ensure objectives and SLA targets are met/exceeded

  • Capitalise on all opportunities presented to up-sell.

  • Empower team to make sensible decisions

  • Ensure incentive schemes are in place and they drive the correct culture, behaviours and performance level.

  • Work in partnership with Marketing regarding customer & owner feedback and customer and owner retention

  • Work with the Reservation Team Managers to ensure a high quality end-to-end service to the customer.

  • Work in partnership with the Training Team to ensure excellent levels of customer service are provided by the Customer Service teams at all times.

  • Identify areas for improved profitability, growth and cost savings - making recommendations to the Call Centre Senior Management team. Be accountable and/or contribute to efficiency projects depending on business needs

  • Feedback to relevant department on improvements based on staff/customer feedback

  • Ensure a safe and harmonious working environment

  • Motivate, mentor, train and support team members

  • To ensure all team members adhere to FCA regulations

  • Understand all organisation's products, services, procedures, guidelines.

  • Ensure that all HR and people management processes are managed in line with Company guidelines

  • Manage the budgets in unison with Call Centre senior management, with particular focus on compensation.

  • Ensure that team members work in line with FCA regulations

About you:

Essential Experience:

  • Previous Call Centre management experience

  • Previous experience in managing Customer Relations teams

  • Proven track record in driving results

  • Skilled in negotiation and issue resolution

  • Change management skills

  • Proven track record in motivating a team

  • Excellent time management skills

  • Ability to recognise problems and areas for improvements

  • Strong communication skills

  • Managing costs

  • Experience in conflict management

Desirable Experience:

  • Knowledge of HR policies, practises and procedures

  • Project management skills

  • Health & Safety best practice

  • Customer Retention

  • Commercial acumen

  • Crisis management

About the client

  • My client is one of the UK's leading independent holiday cottage rental providers. By 2020, they are aiming to be Number One in the UK. It's an ambitious goal, but that hasn't stopped them succeeding before. Their success has been recognised both within and beyond their industry - they have won a prestigious "Best in Industry" award at the British Travel Awards for the last five years, and have been recognised by the London Stock Exchange Group as one of the "1,000 companies to inspire Europe". They are a fast-paced, exciting company to work for, but haven't forgotten their roots from there founding days at a kitchen table.

    Although they work hard, they also believe in rewarding that hard work. In addition to salaries, they offer a generous benefits package including:

    • 33 days' holiday (including bank holidays)

    • An additional day off during the week of your Birthday

    • Annual bonus scheme

    • Staff pension

    • Private Medical

    • Death in Service payment

    • Subsidised park and ride passes

    • Enhanced Maternity and Paternity pay

    • Long service awards - cash payments and increases in holiday allowances

    • Free worldwide travel insurance (including family members)

    • Wellness extras, including free annual flu jabs, reflexology sessions and free fruit supplied in the office

To apply to this role please ring James on 01512435900 or email

Adecco aim to respond to all applicants, however due to the large number of applications we recieve this may not always be possible. Should you not recieve a response within five working days please accept this as notice that you have not been shortlisted on this occasion.

Adecco is an equal opportunities employer.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: James Kerfoot