Property Portfolio Associate (UK Partner) at Houst

About the role:

As a Property Portfolio Associate, you will be part of a team of two looking after between 50-70 properties in the UK. With the Portfolio Manager, you will be responsible for everything to do with the properties from scheduling and managing cleaners, overseeing maintenance and ensuring property condition - right through to managing clients, pricing and negotiating commercial contracts.

This role comes with an expectation you’ll need to be working with the Portfolio Manager, and between the two of you you’ll be overseeing your properties 7 days a week.

Primary Responsibilities:

• Provide exceptional customer service to our clients and guests via telephone, email, and Whatsapp.
• Be a point of escalation from Host Support and resolve issues to the highest possible satisfaction.
• Onboard new properties and explain complex information in a simple way to a variety of customers.
• Work with team lead to find the best solutions, resolve queries, and lodge resolution claims.
• Identify and use opportunities to increase customer retention and satisfaction.
• Feel empowered to make a decision on refunds and goodwill gestures using logic, company procedures, and market knowledge.
• Schedule cleaning and maintenance
• Answer queries for, and manage, bookings 
• Be a Customer Champion, building commercially successful partnerships.
• Manage your delegated inbox and project management of cases.

Requirements

• Team player with superb written and verbal communication skills.
• Previous experience in a customer service environment or account management is preferable.
• Proven ability to communicate complex technical problems in "customer-friendly" language.
• Ability to think outside of the box and find creative ways to solve situations.
• A working understanding of vacation rentals is a plus.
• Confidence in decision-making and owning your cases.
• Previous experience with G-Suite.
• Well organised with the ability to multitask and prioritise workload.