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As a member of the Customer Service & Maintenance team you will be the first point of contact for our guests should they encounter an issue at one of our properties, dealing with a variety, and at times challenging situations, in a calm, professional and satisfactory manner. In addition to this you will be evaluating feedback from guests and using your findings to make recommendations to the department on areas that need improvement to continue to meet and ultimately exceed customerexpectations.
Be the first point of contact for guests who are staying at our properties, responding to a variety of issues over the telephone and via email, in a timely fashion.Manage and respond to guest feedback, liaising with all departments where necessary and evaluate feedback to ensure our customer expectations are being met and exceeded.Responsible for addressing and resolving customer complaints, liaising with all departments and owners, where necessary, for a satisfactory outcome.Process any claims of damage to a property in line with Cornish Gems’ policy.Undertake courtesy calls to all guests during their stay.Assist in the swift resolution of daily maintenance issues that may occur at a property.Log all calls and enquiries on the CRM and utilise our database to create lasting customer relationships and loyalty to Cornish Gems.Adhere to and promote the Cornish Gems Health and Safety policy at all times.Undertake visits to properties as and when required to ensure knowledge of the portfolio is current and accurate to assist with customer queries.Familiarise yourself with all departments and assist with the day-to-day operation of the business, where required.Ensure all required administration for the department is undertaken in an efficient and accurate manner.In addition, the job holder is expected to undertake any other task, deemed to be appropriate to this role, as directed by your line manager or other member of the Management Team.
Knowledge, Skills and Experience needed for the job:
The ideal candidate will have worked in a similar Customer Service, fast paced, problem solving environment.You will have a practical approach with an understanding of property maintenance.
You will be happy to work in a busy office, offering a luxury service to both our guests and property owners.Enthusiasm is important and You will be able to overcome challenges confidently, maintaining professionalism at all times.You will have knowledge of IT systems and the ability to pick up new systems quickly.You will need to be able to work Saturdays and cover our out of hours phone service on a rota basis, one week in every four (retainer paid).You will be able to work from both our St Ives and Truro office.You will have excellent verbal and written communication skills and have the ability to multitask and problem solve.You will be a strong team player, cordial and professionalYou will have excellent organisation skills.
Job Context and any other relevant information:
Full time contract: 35 hours 5 days including Saturdays 9am - 5pm / 10am-6pmSome additional out of hours cover required£17,000 - £18,500 per annum28 days holiday per annum, with increases based on length of service.25% discount at Cornish Gems Coffee Lounge in St Ives.Discounted stays at properties on our portfolio.*Company pension scheme.*Range of additional employee benefits which include; cycle to work scheme and childcare vouchers.** T&Cs apply.
Job Type: Full-time
Salary: £17,000.00 to £18,500.00 /year
Contact: Please send your CV and cover letter to Hannah Smith, Customer Service and Maintenance Manager, via email to firstname.lastname@example.org
Closing date is Thursday 29 August.
Cornish Gems are currently looking for dedicated Housekeeping staff that are looking for Friday and Saturday work. With continued growth within our Property Management Department, we are now requiring a strong Friday and Sat team to change over a variety of properties inline with our company standards. We have a number of vacancies open in key areas across Cornwall. You must have a keen eye for detail and we will provide you with specialist training.
You will work as part of a team within luxury holiday homes within your local area with ongoing support from your line manager.
To ensure a smooth and efficient changeover of properties in your designated area. You will be responsible for ensuring Company policies and procedures are adhered to as well as standards of cleanliness and service are met at all times.
You will have worked in a similar environment before, and have proud and positive attitude.
You will be happy and keen to work within our expected standards of quality and work with your Property Manager in an efficient, cooperative manner.
Enthusiasm is important and You will be able to overcome challenges confidently maintaining professionalism at all times, especially if you meet guests as part of your daily routine.
You will have experience in reporting essential details to rectify any issues upon change over.
Good communication skills.
You will need to be available between 10:00-4:30 on Fridays and Saturdays.
Our most popular changeover days are Friday and Saturday, although there is other weekday work at times. It’s preferable if you have a full driving licence however some transport is available.
If you think you meet the criteria above then we'd love to hear from you.
Please get in touch and ask for an application form from Jo Turley, Property Operations Manager email@example.com
Upon successful application you will be required to attend an interview at our Head Office in Threemilestone Industrial Estate, Truro.
We will endeavour to respond to all applicants, however on occasion, due to high volume of response we may not be able to respond to all applicants therefore if you do not hear from us within two weeks you have been unsuccessful on this occasion but please continue to look at our Job Opportunities.