Homeowner Account Manager - South West of Scotland
Location: Office based during integration, moving to a home-based role
Working hours: Monday to Saturday initially, moving to Monday to Friday with a small number of scheduled weekends each year

About the role

At Travel Chapter, our homeowners are at the heart of everything we do. As a Homeowner Account Manager, you’ll be the main point of contact for owners of holiday properties that we market, managing a local portfolio of around 150 to 200 properties.

This is a data-led account management role that blends commercial decision-making with relationship building. You’ll have real ownership of your portfolio, with clear accountability for performance, quality and homeowner satisfaction.

The role has three core objectives:

• Increasing bookings and revenue across your portfolio year on year

• Building and maintaining strong, trusted relationships with homeowners

• Continuously improving the quality of the portfolio and the value it delivers

What you’ll be doing

Driving bookings and revenue

• Ensuring every property is presented in its best possible light across our website and relevant brands, while remaining a true and fair representation

• Writing and regularly reviewing property descriptions to appeal to each property’s target audience

• Selecting and ordering high-quality images that showcase the holiday experience and standout features

• Highlighting desirable features such as hot tubs, fireplaces and BBQ huts

• Setting and managing pricing strategies that balance occupancy and revenue

• Analysing booking performance, internal data and competitor pricing to identify opportunities to optimise performance

Maintaining and improving portfolio quality

• Advising homeowners on property upgrades and improvements, from décor refreshes to larger investments

• Recommending features that increase demand and guest satisfaction

• Identifying and removing barriers to bookings, such as restrictive booking conditions or conflicting external listings

• Reviewing Property Quality Scores and making clear, practical recommendations

• Identifying properties that no longer meet quality standards and supporting appropriate next steps

Building strong homeowner relationships

• Acting as a trusted advisor to homeowners, confidently discussing performance, feedback and complaints

• Proactively identifying potential issues through reviews and guest insight

• Maintaining regular contact through calls, visits and contact days

• Resolving challenges independently wherever possible, without escalation

• Supporting and attending owner events where relevant

Working collaboratively across the business

• Partnering with the New Business team to support smooth onboarding and integration of new owners

• Working closely with Managed Services teams to support owners using additional services

• Reviewing contractual terms and additional revenue streams to improve commercial outcomes

• Encouraging owner advocacy and recommendations

• Keeping up to date with relevant industry legislation and guidance

What we’re looking for

Essential

• Proven account management experience

• Strong ability to interpret data and identify trends and opportunities

• Results-driven mindset with a focus on achieving and exceeding targets

• Excellent communication and influencing skills

• Confident IT skills, particularly Excel and Outlook

• Customer-focused approach with experience managing a range of stakeholders

• Property knowledge and strong local geographical awareness

• Ability to work autonomously and manage time effectively

• Full UK driving licence

• Willingness to work a small number of scheduled weekends each year

• Comfortable following processes clearly and consistently

Desirable

• Experience in holiday letting, property or real estate

• Knowledge of the holiday property industry

• Photography or interior design skills

• Wales only: Fluency in Welsh, spoken and written

Why join Travel Chapter?

You’ll be joining a growing, people-first business where your impact is visible and valued. This role offers genuine ownership, variety and the opportunity to build long-term relationships with homeowners while shaping the quality and success of our portfolio.

If you’re commercially minded, people-focused and enjoy seeing the results of your work, we’d love to hear from you.