Customer Service Apprentice

Host and Stay Limited

As a Guest Relations Executive you will work within a supportive team environment and handle all customer queries so you can support them, whatever their reason for contacting us may be. You will have the desire, drive and commitment to exceed our customers’ expectations and deliver an exceptional customer experience.

Course Summary

Annual Wage

£14,722.50-£23,809.50

Location

Saltburn-By-The-Sea (TS12 2LL)

Working Week

37.5 hpw working 5 over 7 days with a variety of shifts across the week. Covering 9am – 10pm 37.5 hours a week

Expected Duration

12 Months

Possible Start Date

25/08/2025

Apprenticeship Level

Level 2

Requirements

Desired Skills and Personal Qualities

Administrative skills
Analytical skills
Attention to detail
Communication skills
Customer care skills
IT skills
Logical
Organisation skills
Problem solving skills
Team working

Qualifications

• GCSE or equivalent English (Grade 4)

• GCSE or equivalent Maths (Grade 4)

About The Employer

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.

Apprenticeship Overview

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff. Your apprenticeship training will be a fully work-based learning programme across 12 months. Upon completion of your apprenticeship, you will achieve a Level 2 qualification as a Customer Service Practitioner.

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.
Confidentiality deal with owner enquiries including invoicing, finances, performance and maintenance and compliance requirements without the need to escalate