Job Description

Please note: After a successful probation period, this role will require 1 week in every 4 weeks working a shift pattern of 4pm - 12 midnight to cover US hours.

Starting salary: 25,000 per annum
Additional OTE earnings: 2,400 per annum
Place of work: Primarily Lancaster office, with remote working when covering the US As well as client site and training locations.

Welcome to Ariosi - we're serviced apartment consultants and the home of OrbiRelo and GSAIR. We provide bespoke, independent and specialist advice to guide business objectives and lift standards within the serviced apartment sector. We provide industry-specific courses and workshops focusing on developing capability, productivity, and performance. We deliver data informed analysis, using tools and reports to support planning and decision making. We collate, compile, publish and deliver the Global Serviced Apartment Industry Report (GSAIR). We develop, resource, and run the agent aggregator platform known as OrbiRelo, for large Relocation Management Companies and their clients, as a complete solution for all their Temporary Housing needs.

Purpose of role

To ensure clients receive the highest level of customer service, you will be responsible for accurately processing enquiries and reservations in accordance with client service level agreements. This includes aftercare and overseeing any escalated cases ensuring they are resolved promptly and to a satisfactory outcome.

Ensure agents respond to enquiries within response time targets. Check and verify that all agent submitted options meet client specific requirements. Shortlist options and prepare quotes for transferees, ensuring only programme compliant and rate competitive options are submitted. Confirm and process reservations, including guest agreements. Perform quality control checks, on own work, at each stage of the reservation process, correcting any faults and ensuring quality standards are always met. Build solid business relationships with agents, clients, and transferees. Highlight and assist with transferee or client complaints quickly and professionally. Assist the Administrator Team and Account Manager where possible and appropriate. Meet and exceed client satisfaction score targets. Perform administrative duties with high attention to detail and with accurate record keeping. Answer the phone, check voicemail and other messages, return calls. Process extensions for reservations, seeking relevant client approvals. Where appropriate and relevant, attend company and industry relevant networking / events. Identify issues or problems and work proactively to resolve them, seeking support as needed. Adhere to a checklist containing daily, weekly, and monthly activities. Participate in the client out of hours rota (post probation and with relevant compensation). Identify anything that needs to be escalated to Senior Administrator / Account Manager. Organise daily workload effectively using a diary and / or calendar management.

Previous experience

Previous client facing experience is essential. Can deliver consistent and outstanding customer service and is very customer focused. Has experience in administrator or reservation agent style roles (desirable). Has experience working with global corporate clients (desirable). Has experience in hospitality, travel, and tourism, with time in either real estate, property, hotels, serviced apartments, or corporate housing (desirable).

Required skills

Has a high level of attention to detail and accuracy. Can multitask and easily reprioritise workload depending on immediate demands. Is process driven and very well organised. Possesses strong communication skills and is comfortable conversing on the phone, over email, in virtual video calls and in person. Possesses excellent verbal and written English. Can consistently work with accuracy and speed. Can proficiently handle day to day financial calculations, manually or with a calculator. Can use communication skills to effectively negotiate with a transferee, agent, or client.
Job Types: Full-time, Permanent

Pay: 25,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Company pension
Schedule:

8 hour shift Day shift Monday to Friday Night shift No weekends
Ability to commute/relocate:

Lancaster LA1 1PP: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Location:

Lancaster LA1 1PP (preferred)
Work Location: In person