Customer Resolution Team Leader

Werelooking for a hardworking driven and passionate candidate to join our team as we get set for further growth in2026 helping our owners tomaintaintheirhigh qualityproperties and to ensure our guests receive thevery bestcustomer service whilst staying with us.

Are you passionate about Customer Serviceand Management are are looking for a new exciting challengeIf you answered yes then look no further a role at Host & Stay is just what you are looking for.

As a Customer ResolutionTeam Leaderat Host & Stay you willbe responsible forensuring exceptional customer satisfaction by effectively managing and resolving guest complaints and damage claims. Your role will involve investigating issues communicating solutions clearly and empathetically andmaintaining detailed records. You will also lead and mentor a team of Customer Resolution Executives and Guest Care Executives implement policies to enhance service quality and analysefeedback toidentify areas for improvement as well as day-today people management of the teams.

The purpose of the Customer ResolutionTeam Leaderis to ensure the highest level of guest satisfaction by efficiently managing and resolving complaints anddamage claims and also supporting the Guest Care Team as a Team Leader for day to day management.

This role is pivotal inmaintainingthe companys reputation for excellent customer service. By addressing issues promptly and empathetically the Customer ResolutionTeam Leaderhelps to enhance the overall customer experiencefostercustomer loyalty and drive continuous improvement in service quality. This position also involvesanalysingfeedback to implement strategicimprovements andcoordinating with various departments to resolve issues comprehensively.

This role covers 5 over 7 days with a shifts working between 9am and 10pm. Working in our HQ Office In Skelton (TS12 2LL).

To be considered for this role you MUST have:

• Experience in Customer Service Management or Managment Roles

• Strong problem-solving skills with the ability to remain calm and effective under pressure
• Excellent verbal and written communication skills.

• Proficiencyin customer service software and MS Office Suite.

• Have a collaborative approach one company one team.

• Strong leadership and team management skills.

• Ability to work flexible hours including evenings and weekends as needed.
• Analytical skills to interpret customer feedback andidentifytrends for continuous improvement.
• Experience of handling sensitive information with professionalism and confidentiality

• Full driving license (if you have a disability we will explore reasonable adjustments with you).

• Flexible and open to change.

• Professional andacustomerorientatedapproach.

• Effective team worker.
• Proactive and committed to continuous improvement in service delivery.

And Day to Day .. You willbe responsible for:

Customer Complaint Resolution:

• Address and resolve guest complaints promptly and professionally.

• Investigate complaints thoroughly gathering all necessary information to provide effective solutions

• Communicate resolutions clearly and empathetically to guests and owners.

• Document all complaints and resolutions in the customer experience database.

• Be responsible forprocesses and workflows for processingmonitoringand logging complaints.
  

Damage Claims Management:

• Handle guest damage claims with a focus on fairness and accuracy.

• Coordinate with internal departments (e.g. maintenance housekeeping) to assess andvalidate claims.

• Agree settlements and ensuretimely processing of claims.

• Maintain detailed records of all damage claims and resolutions.

• Be responsible forprocesses and workflows for processingmonitoring and logging claims.

Customer Service Excellence:

• Develop and implement customer resolution policies and procedures to enhance the guest experience.

• Train andmentor the Customer Resolution Team and Guest Care Team on best practices for handling complaints and claims.

• Monitor customer feedback and identify trends to proactively address potential issues.

• Work closely with other departments to improve overall service quality

Continuous Improvement:

• Stay updated onindustry best practices and incorporate them into the companys customer service strategy.

• Lead initiatives to enhance the efficiency and effectiveness of the complaint and claim resolution process.

• Foster a culture of continuous improvement within the customer experience team.
• Generate regular reports oncomplaint and claim metrics.
  
• Analysedata toidentify areas for improvement and recommend corrective actions.

Who is Host & Stay

Host & Stay is based in Saltburn-by-the-sea and providesfull serviceholiday home property management to over1000properties across the UK. Host & Stay was born from a love and passion for property and a desire to lead the change in anage oldindustry.

Our vision is simple to help property owners maximise their income maximise their returns and reduce their fees and their hassle.Wereon 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 seeingvery little if any return on their investments. We want our customers and communities to succeed and thrive.

Our offices are more than just the space we work in. We encourage inspiration creativity and productivity in a relaxed and comfortable environment.Werelooking for people who are travelling in the same direction when it comes to the way we work live our values and deliver our have ambitious plans for further growth and impact and we need the right people to take this leap with us. It may be challenging at times but you can be assured that it is going to be rewarding and inspiring. After all we are changing lives every day in all that we do.

Benefits:

• Health Cash Plan

• Employee Assist Program
• Paid Volunteering Day

Any Questions

If you have access requirements you would like us to be aware of please contact the Recruitment Teamon e:- we will be happy to help!

We are proud to be a Disability Confident Employer.

Required Experience:

Manager