Owner Service Advisor

Description
This role will see you supporting the needs of our homeowners in the German speaking markets throughout their journey with our Novasol brand. You’ll be the voice of the business as far as the homeowner is concerned, so you’ll be there to support them, offering answers to queries and resolving any issues that an owner may have. This is genuinely a role where no days are the same. We know that sounds cliché, but it’s true.

About Awaze
Novasol is part of the Awaze Group, Europe’s leading holiday home provider. Novasol offers 50,000 carefully selected vacation homes throughout Europe. With over 53 years of experience in the market, we are a strong partner for the successful rental of vacation homes and benefit from our long-standing relationship with many homeowners.

We’re home to some of the world’s most trusted travel brands, including Novasol, cottages.com, and Hoseasons, to name just a few! Together, these brands make us the largest managed vacation rental business in the world. We’re proud to have over 100,000 properties in our portfolio, in 25 countries across Europe, giving our guests the choice of a fantastic range of properties and taking over 1.5 million bookings each year.

What you’ll be doing
Put simply, you’ll be talking to people. You’ll be liaising with owners via phone and email. In some cases, you’ll deal with one-off queries, whereas other situations will see you building longer-term relationships with key homeowners.

We aim for first contact resolution wherever possible, so we’d support you to learn our industry and our processes, so that you can delight our homeowners at every available opportunity, by dealing with queries as they come in. Ultimately, your interactions will ensure that we can retain their business.

Your conversations will range from straightforward discussions to complex negotiations on new commercial terms or strategies for maximizing revenue. You may also need to analyze commercial data to evaluate a property’s performance and identify areas for improvement. Professionalism, along with the ability to leverage data and analytics, is crucial. Over time, you will have the opportunity to participate in exciting projects, such as finding ways to increase efficiency or assisting with the integration of new owners acquired through mergers or acquisitions.

It’s key that you have strong communication skills, a decisive mind and a genuinely innovative approach to problem solving.

Key skills to succeed
You’ll be joining a genuinely passionate team, with a real desire to be the best at what they do. Our owners are incredibly important to us, so you’ll be in the spotlight when it comes to looking at how we’re looking after and retaining their business. Things that would make you a success in this role include:

1. Native level German language skills (essential) as well as fluent in English. You pride yourself on your excellent communication skills and customer service.
2. You’re able to confidently solve complex issues and think of innovative ways of dealing with concerns.
3. We’re looking for someone who is never satisfied – you’re always looking for ways to improve commercial performance.
4. You’re comfortable working with analytical tools.
5. You’re driven by targets.
6. You don’t see problems, but challenges, and thrive on finding solutions.
7. You’re passionate about travel.

Equally as important as all the technical “stuff”, we’re looking for someone who is hungry to learn, irrespective of their seniority. We don’t believe in standing still (we work in travel, after all), but instead think that everyone should be learning, all the time. Whether it’s a new analytical tool, an industry event or a mentoring opportunity, we will support you to grow your skillset.

If you’re excited by working in a fast-paced environment, are obsessed by all things customer and want to join us on our journey, we’d love to chat.

#J-18808-Ljbffr