Price Free
Category Customer Service
Published date 24/11/2016
Views 310
Country United Kingdom

Permanent, full-time. Start date May 2016. Starting salary from £18k to £20k depending on experience. Deadline for applications 6th June.

Canopy & Stars is a fast-growing company promoting beautiful holidays in the great outdoors; a collection of treehouses, wagons, cabins and all sorts of other unusual spaces.

We are looking for someone who will thrive within high-growth, start-up environment and who will really make a difference to the Canopy & Stars business, team and the Owners we work with. For the right person it’s a wonderful opportunity. That is of course assuming you like staying in treehouses, Gypsy caravans, yurts...

We need someone super friendly, bright and with genuine passion for what we do, and of course, effortless and amazing customer service skills to help manage our collection of places and support all of the owners we work with too. Your day to day focus will include nurturing relationships with existing owners as well as helping to recruit new owners. You will have particular responsibility for our French owners and so do need to have fluent French. For the right person it’s a wonderful opportunity to build a career with a fast growing travel company.

Job Purpose:

To deliver a consistently brilliant Owner Experience through energetic, creative, insightful, and smart thinking and activity. To help make Canopy & Stars a much-loved organisation to be part of, and to stay with, inspiring loyalty and advocacy across Owners and Guests. As the first point of contact for the majority of Owner enquiries (with particular focus on our French owners), you will bring a human touch to our Owner Experience. You will support the Customer Experience Manager in the implementation of our Owner Experience Strategy and so contribute to the wider Canopy & Stars business objectives

Responsibilities include:

Owner Management

• Owner management – provide day to day support to our Owners. The first point of contact responding to problems and queries and providing proactive support and advice to help provide a better Guest Experience. You will have particular responsibility for our French Owners.

• Website updates - updating existing Owner listings and other website admin to ensure quality and accuracy of the Canopy & Stars Owner collection.

• Pricing and offers – provide informed recommendations and support to Owners in developing their pricing strategy to maximise their income and occupancy. Updating and inputting pricing and uploading offers to the website.

• Feedback – support the Customer Experience Manager in addressing Guest feedback with Owners, handling enquiries from all sides, with great empathy, diplomacy and positivity – trying to resolve fairly balancing all interests in mind; Guests, Owners and Canopy & Stars.

• Owner insights - support the development of the Owner Experience Strategy by providing the Customer Experience Manager (through agreed process) observations and insights. Use data to identify opportunities, risks, trends and support the Customer Experience Manager in designing strategies to improve the service we provide.

• Reporting and analysis – ensure tracking and reporting is in place and informing all our activities. Update Customer Experience Manager on a weekly basis, highlighting risks, opportunities and threats, making recommendations for action to optimise relationship management performance. Where appropriate provide reporting to Owners on business performance including bookings, as well as website performance such as Google Analytics.

• Brand guardianship – understand, support and be a consistent and constant guardian to the Canopy & Stars brand values.

• Booking management support – as required provide support to the Bookings team.

• Other - assist with all other requirements for Canopy & Stars team as required.

Understanding that the culture and approach is that the Business objective to deliver for Guests and Owners always comes first, followed by the team itself, before individual objectives.

Business Development

• Business development – support the Business Development team in converting leads and agreeing terms. Particular responsibility for French new business.

• Website listing creation – produce owner listings within CMS and ensure we maintain required creativity, quality and accuracy of the Canopy & Stars Owner collection.

• Inspections – visit new sites and provide support and advice as to how they can improve the Guest experience.

What we’re looking for

Essential Knowledge/Experience:

• Proven track record 1+ years in a customer service team

• Has a good working knowledge of the customer experience industry, in particular best in class brands and competitor experiences

• Experience of working collaboratively with business stakeholders at all levels

Essential Qualifications:

• Degree educated

• Driving Licence

Essential Skills:

• Fluent French

• Confident and reassuring – you can build rapport and trust with people quickly and effectively

• Excellent communication skills both written and verbal

• Excellent numeracy and analytical know-how

• Ability to collaborate effectively, working closely within a small team

• Able to multi-task and work under pressure in a fast paced team and is able to adapt to change. Must be able to prioritise competing deadlines, always putting needs of Owners and Guests first

• Attention to detail

• Stakeholder engagement and collaboration

• Can balance BAU activity alongside longer term more strategic objectives and Projects

• Creative approach to problem solving

• Commercial awareness

Salary & Terms

• Full time, Monday to Friday

• Starting salary depending on experience - from £18k to £20k

• 25 days holiday per year pro rata


If you think this all sounds just like you and kind of role you’d enjoy, send your CV and a covering email explaining why you’d be great.

Deadline for applications: 6th June 2016

Name: Saghi


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