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Vacancy : Operations Manager
Company Location : Ambleside
At Sykes Holiday Cottages, we are experiencing a significant increase in bookings due to a huge surge in demand for UK holidays. As such we are undergoing one of our biggest periods of growth to date and are actively seeking the best and brightest local talent to join us in our journey to connect 3 million happy holidaymakers with 35,000 holiday homes by 2023!At Sykes Holiday Cottages, we are a business with big dreams and are bursting with ambition. We have pinned our sights on becoming the UK’s number one holiday rental agency and will stop at nothing to reach our goal, combining our 27+ years of industry experience with our fierce company drive to become the best in the market for what we do. What started as a small family run company has now grown to be a 900 strong workforce of ambitious, passionate professionals spread across the UK, Ireland and New Zealand at a growing number of Regional Sister Brands and at our Chester head office.Despite our success, our people and culture are what sets us apart from other businesses and has helped us earn our title as one of the Sunday Times’ ‘Best Companies to Work For’ for two years consecutive years. Our unique culture has remained intact since day one of our journey and is ingrained heavily in each and every one of our employees. We are truly proud of our five Company Values which are the foundations of every aspect of our business and remain at the heart of everything we do despite our rapid growth. By Achieving Together, Communicating Honestly, Growing and Learning, Earning Trust and Driving Innovation and Change, we remain true to our original ethos and ensure we stay true to our Customers, Owners and Colleagues alike.Amongst our ongoing growth, we are now seeking our newest Operations Manager. Our newest Operations Manager will work on a Hybrid-Basis, with a mix of working from home and office work, based at one of our Regional Sister Brands in the Lakes. Our newest addition will oversee the day to day running of the Lakes Brands and Underscar while overseeing the owner relations team and managed services team to deliver 7 day a week service to our customers and owners. Our Regional Sister Brands in the Lakes comprise of Lake District Lodge Holidays, Lakes Cottage Holidays, Underscar, LakeLovers and Heart of the Lakes.The role of Operations Manager (Lakes) will involve liaison with the Head of Managed Services, the Property Recruitment team, Property Owners, Potential New Owners, Housekeeping Team, external suppliers, Managed Service Managers, Head of Operations for the North, Directors and Sykes COR Team to ensure the guest experience is outstanding. The role will work alongside other Regional Sister Brands to share best practice, knowledge and to collaborate to achieve these targets.The ideal candidate will have the following key skills: Essential Experience: Experience of managing a service team.Previous experience in property recruitment and owner relations.Outstanding communication skills – both written and verbalStrong problem-solving skillsExcellent negotiation skills with a commercial mindsetAble to build, manage and maintain strong relationshipsKnowledge and ability to deal with the cancellations processIT literate and able to learn new skillsAbility to work on own initiative.Desirable Experience: Conflict resolution experience/ trainingGood knowledge of The Lake District, North and SouthFull clean driving licenceAs our newest Operations Manager (Lakes) you will be reporting into the Head of Operations for the North and will be accountable for the following areas of responsibility: To positively represent the brands and services to existing and potential new owners, advising and assisting where appropriate.To manage efficient communications with owners, managed services, caretaking team, (as necessary) and the Sykes team. This will include further developing rapport and communications with both new and existing owners.Using your own initiative to oversee, delegate and deal with everyday owner, guest and employee queries.To help, in consultation with colleagues, deal with any employees’ issues which may arise and seek HR support accordingly.Ensuring owners issues are responded to, successfully resolving issues within agreed service level targets.Quickly investigate and understand issues and come up with a commercially sensible solution acceptable to all parties involved within the parameters of the enterprise system.Maintaining thorough and written records of all issues.Proactively identifying potential complaints and issues and resolving them quickly.To manage a harmonious and efficient environment enabling all team members to work to the best of their ability.To identify as appropriate, strengths and weaknesses within the team and training needs to allow personal development.To prepare reports for directors as and when required.Escalating any urgent/high priority issues in line with company policies.Provide a professional and compassionate service that converts potential complainants into advocates for the brand.To utilise guest/Owner NPS feedback to work with Homeowners/ team to ensure quality standards are maintainedSupport the Property recruitment team converting leads to go-lives where necessary and driving strategy to aTeam Management: To conduct team member one to ones at a minimum of once a monthTo update the date on business trading and current business initiatives / activity on a weekly basisTo coach team members on the company values and behaviours that promote collaboration and teamworkTo set personal and business objectives for each team member, reviewed each monthTo ensure each team member has a personal development plan to allow for personal growth within the scope of their roleLocation: This position involves a mix of remote and hybrid working with the successful candidate being based at either one of our Lakes Regional Brands and at home with regular travel to future acquisitions and Sister Brands in the area.Job Types: Full-time, PermanentSalary: Up to £40,000.00 per yearBenefits:Additional leaveCasual dressCompany eventsCompany pensionCycle to work schemeEmployee discountLife insurancePrivate medical insuranceReferral programmeStore discountsWellness programmesSchedule:Monday to Friday
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