Employment Type: Permanent

Hours of Work: 37.5 hours per week, 5 days between Monday to Saturday, 9am - 5pm

Location: Isle of Wight - office and field based

What will I be doing?

As our Service Manager, you will play a crucial role in ensuring the ongoing success of our largest and most demanding Managed Services (MS) operations. You will be responsible for managing day-to-day operations and improving processes to optimise service delivery. There may be potential for coordinating office and field-based team members in the future. You will focus on meeting or exceeding homeowner and guest expectations, you will ensure services align with company best practices, achieve performance targets, and utilise resources efficiently.

As part of your everyday role, you're likely to be involved in the following:

• Managing complaints or feedback around housekeeping standards and overseeing the issue until we reach a satisfactory outcome, including escalated issues
• Developing and maintaining a network of reliable and loyal housekeeping and property maintenance suppliers
• Supporting the recruitment and retention of new and existing properties
• Conducting periodic property inspections and providing constructive feedback to homeowners
• Providing regular reports on agreed Key Performance Indicators
• Keeping accurate records and ensuring administrative systems are updated
• Assisting guests before, during and after their stay, dealing with any requests, queries and or problems they have
• Support our out-of-hours service on a rolling rota basis, assisting guests with emergency issues that crop up during their stay. Any calls taken are paid as overtime with a £25 retainer for evenings/£40 for Sundays.

You'll have:
We know that the perfect candidate who ticks every box doesn't exist, so if you're excited by the role and have most of the below, please get in touch - you could be exactly what we need!

• A friendly and supportive team player who is capable of taking leadership when required, previous leadership experience would be beneficial
• Ability to work under pressure, organise and prioritise tasks in a fast-paced environment, with attention to detail
• Excellent communication skills, both verbal and written, with the ability to build relationships and collaborate effectively
• Proactive and results-oriented mindset, with a focus on delivering high-quality services and meeting targets
• Proficiency in using systems and software in a previous role (Microsoft based programmes at a minimum)
• Customer-centric approach with a passion for delivering excellent service

What's in it for you?

We believe in taking care of our team. As well as joining a rapidly growing company with a good culture and opportunities for employee development, we provide competitive salaries and a range of benefits, including:

These include:

• 25 days’ paid holidays plus bank holidays
• A special day off for your or a loved one’s birthday
• £500 paid towards a holiday of your choice
• A paid day to volunteer with a charity close to your heart
• A friends and family discount scheme
• Life assurance for your peace of mind
• Social clubs for pet lovers, fitness enthusiasts, gardeners, sustainability champions, nutrition enthusiasts and more
• Exciting social events, including our famous Christmas parties!
  

Who are we?

We’re Travel Chapter – the holiday home people – and we’re on a mission to showcase great places to stay in the UK. While we’ve grown over the years from a small South West holiday letting agency to one of the market leaders in the industry, we’ve never lost sight of our strong family ethos and we keep the same values at the heart of everything we do. Along the way, we’ve nurtured a caring and collaborative culture that drives us forward and keeps our team inspired and motivated every day.

Highlighted by our place on the Sunday Times Best Places to Work 2024 list, the people behind our company are at the heart of everything we do and it’s a place where everyone is welcome; a place that’s friendly and fair; a place that encourages people to be bold, explore new ideas and push the boundaries of what they do every single day.

We are passionate about what we do, and we take a common-sense approach to getting things done. Inevitably, things go wrong from time to time, and we do everything we can to make it right. We learn from it and adapt, remembering to stay curious and never stop evolving.

Diversity is key to our success and work hard to make sure we’re inclusive. Let us know if you need any adjustments made to the application or selection process so you can do your best. We’ll be happy to help.