Customer Service Apprentice

Host & Stay is based in Saltburn-by-the-sea and provides full service holiday home property management to over 1,100 properties across the UK. Host & Stay was born from a love and passion for property, and a desire to lead the change in an age old industry. Our vision is simple, to help property owners maximise their income, maximise their returns, and reduce their fees and their hassle. We’re on a mission to make the UK one of the most popular, guest centric holiday destinations in the world ? but not at the expense of holiday homeowners paying high management fees and seeing very little, if any return on their investments. We want our customers and communities to succeed and thrive.

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff. 

What you’ll do at work: 

• Deliver a fantastic customer experience in line with our values 
• Assist customers in making bookings or answering questions about their upcoming breaks 
• Provide support for customers whilst they are on holiday and when in need of assistance 
• Respond to customer reviews and put corrective measures in place 
• Investigate and solve customer issues in a responsive, sensitive, calm, and professional manner using a range of communication channels, phone, email, live chat & social media 
• Negotiate with guests and owners on how to resolve issues 
• Update systems to maintain accurate records 
• Work collaboratively with other departments such as reservations, property management and managed services to resolve and investigate complaints 
• Take ownership of any problems and understand what a customer truly needs, then get to a resolution as quickly as possible; nothing should be too much trouble. 
• Confidently deal with the owner enquiries, including invoicing, finances, performance, and maintenance and compliance requirements without the need to escalate.