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Careers at Holiday Lettings

Careers at Holiday Lettings


Holiday Lettings is part of TripAdvisor and is the UK’s favourite site for holiday cottages, villas and apartments. Our offices are in Oxford, where our friendly team of experts is dedicated to helping our customers get the most out of marketing their holiday homes.

We’re hiring!

If you’ve got what it takes to fill one of these great positions and join our successful team, please send your covering letter and CV to Amanda.Hawkins@holidaylettings.co.uk quoting the job reference number in your email.

Customer Service

We currently have several vacancies in our Customer Services department. Those vacancies include Account Validation, Online Booking, Data Input, Advert Quality and more general Customer Service. You should possess excellent "people" skills along with the ability to pick things up quickly and effectively. Fluent English along with a second language is also required. Excellent progression is available!

Please send your covering letter and CV to amanda.hawkins@holidaylettings.co.uk quoting the job reference number in your email.

Customer Service Advisor


HL are currently hiring CS Advisors with fluent language skills in English plus any of the following: Spanish, Greek, Turkish, Portuguese, French, Italian.

Objectives of the Role:


Handle inbound calls from our all customers and deliver a consistent level of outstanding service and add value to the customers’ experience that continually exceeds their expectations. Working to provide consistent, high-quality, pro-active support to Holiday Lettings private advertisers and ensure a high standard of advertising across the site.

Key responsibilities of the Customer Service Team:

• Administration of setup and utilisation of WFM software and ACD reporting
• Collection and analysis and reporting of historical centre performance statistics
• Handle inbound calls consistently meeting and maintaining Department standards and goals (i.e. ATT, ACW, Quality).
• Ability to provide expert advice and accurate information to customers regarding the website, booking challenges, and changes/cancellations to existing reservations.
• Follow company guidelines while thinking quickly and outside the box to offer solutions to meet the customer’s needs.
• Resolve calls and only escalating when all options have been exhausted.
• Provide clear and concise documentation of all cases.
• Meet schedule adherence goals set forth by TripAdvisor.
• Make outbound calls to customers to follow up on a variety of issues. • Use multiple applications during call (i.e.Spiti, Salesforce, Admin tools).
• Participate and provide feedback during focus groups. Work effectively and concisely within a larger team structure to meet company goals.
• Ability to proactively offer positive and constructive feedback.
• Maintain positive attitude at all times.

Required Skill set of Customer Service Advisor:

• Strong technical skills and computer knowledge, including all Microsoft Office programs.
• Excellent listening skills.
• Traveller-focused with the ability to work effectively and professionally with internal and external customers • Ability to de-escalate calls in an effective manner.
• Strong problem solving skills/ability to empathize with customer.
• Strong verbal and written communication skills. Ability to assess the customer and adjust communication style accordingly.
• Excellent interpersonal skills with ability to positively influence others.
• Knowledge of the travel industry.
• Ability to effectively multi-task during and after calls and follow through in a timely manner.
• Strong organizational skills with ability to effectively manage competing priorities.
• Strong attention to detail.
• Ability to work in high stress environment; managing stress in a professional manner and without disruption to the operation, employees, or customers.
• Willingness and ability to adapt to change in a constructive manner.

Please send your covering letter and CV to amanda.hawkins@holidaylettings.co.uk quoting the job reference number in your email.

Ref: 2650

Team Leader (Customer Service)

Job Summary:
Reporting to the Customer Service Manager, a Customer Service Team Leader at Holiday Lettings is responsible for the day to day management of one of the teams within the Customer Operations department. You will work closely with all departments across the company to ensure that your team offer excellent customer service, whilst working in line with team KPIs and service level agreements. Our ideal candidate will be a confident, professional, self-starter with excellent inter-personal skills.
A desire to constantly exceed expectations and targets is essential – as is the ability to work under pressure whilst maintaining good attention to detail. The ability to multi-task with outstanding organisational skills is a must in this fast paced and exciting environment. A team focused approach to work is needed along with a passion to train and develop team members.

Roles & Responsibilities as a Team Leader:
• Team leadership: Providing motivation, inspiration, development & management for the team. To ensure team are lead to; and act in line with all company policies and procedures. Provide first class training and support to all team members. Facilitate problem solving and collaboration. Assist in recruitment for the team. Monitoring and improving the effectiveness of the team through training and development; carrying out regular 1:1’s and appraisals of team members.
• Quality Control and Supervision: Monitoring the daily work amongst the members of the team to ensure the quality of the adverts live on the website means they will perform well, and that the service given to customers is of a high standard, providing feedback, and coaching to the team as appropriate.
• Customer Service: Handling escalated complaints and dealing with difficult situations/clients. Ensuring the team deliver the highest possible customer service levels to advertisers.
• Administration: Reporting of team workload and productivity.
• Managing workload: Ensuring workload is managed and prioritised, and resourcing is organised to ensure targets and standard service levels are hit and exceeded wherever possible.
• Meeting standard service levels and targets: Ensuring the adverts are activated within standard service level agreements, ensuring percentage activation targets are hit, ensuring the management and activation of taster products.
• Any other administrative tasks that may be reasonably required.

Please send your covering letter and CV to amanda.hawkins@holidaylettings.co.uk quoting the job reference number in your email.

Ref: 2651

PHP developer Oxford

An exciting and established organisation is looking for an experienced LAMP developer to add to their development team.

Required experience/skills/Education

  • Computing Degree
  • At least 5 years commercial php development at senior level.
  • Solid MVC experience.
  • Solid codeigniter experience.
  • Experience in full software development lifecycle.
  • Experienced in requirement capture and analysis.
  • Experience in object orientated software design.
  • Experience in unit testing.
  • Experience with coordinating day to day development tasks.
  • Good knowledge and experience of HTML, CSS , JavaScript and JQuery.
  • Good knowledge of Mysql (able to write efficient queries).
  • Produce code of high standard.
  • Experience with code reviews.
  • Fluent speaker of English.
  • Good character that works well as part of a team and when working alone.
  • Able to drive results in a challenging and demanding environment.
  • Able to lead developers as and when the need arises.
  • Free to work in the UK without any restrictions.

Please send your covering letter and CV to amanda.hawkins@holidaylettings.co.uk quoting the job reference number in your email.

Ref: 2652

International Email Marketing Manager

Reporting to the Marketing Director, his/her main responsibility would be to support the B2B and the B2C Marketing campaigns and programs, to achieve the goals of acquiring and engaging new clients, and driving more bookings through traveller’s interest.

The main tasks would be to build and optimize the following Email Marketing Programs:
• Prospects Nurturing Program: to attract early stage leads and accelerate them through nurturing activities until they become registered home owners. KPI: %Cold Leads to Registered Owners.
• Acquisition Program (lead nurturing & on-boarding), to assist the sales team on nurturing and qualifying leads before handing them over, and to educate new clients on how to use Niumba's pannel. KPI: Leads Conversion Rate & Pannel adoption.
• Sales Program, to support Renewals, X-sell and Up-sell ratios. KPI: %Renewals, Revenues.
• Engagement Program to improve the average quality of the ads and the service provided by the owners to the travellers. KPI: % of complete Ads & Response Rate.
• Travellers Program to increase their engagement with the brand, recurrence, reviews and to generate more bookings. KPI: % Returning Visitors from the channel, No. Reviews & No. Bookings (channel).
• All previous KPI's should be obtained with the channel best practices and with focus on improving all specific channel metrics like Deliverability, Delivery rate, OR's and CTR's, and response rate.

Requirements:
• Management skills are needed. Expectations are to on board 2-3 people in the following months that would report to this person.
• 3 years experience minimum required on the Email Marketing field, preferably in international companies, serving different markets / countries.
• Marketing automation knowledge and CRM knowledge is a must, preferably in tools like Marketo / Eloqua, and Sales Force.
• High level of English, oral and written. Spanish language knowledge is a plus.
• High communication and analytical skills.
• Flexibility to travel.

Location:
Oxford (UK), while there is a chance the position will be located in Barcelona (Spain).

Please send your covering letter and CV to amanda.hawkins@holidaylettings.co.uk quoting the job reference number in your email.

Ref: 2653

Photographers - worldwide

Calling Photographers Worldwide! Holiday Lettings is currently hiring experienced photographers for freelance work around the world. If you have a background in architectural or interior photography, or have the necessary skills and a portfolio to back up your application, then we want to hear from you!

Photographers are hired to cover their local region. This is not a position that includes travel beyond the immediate area of the photographer's home.
Basic English skills are required.
To apply, click below

http://www.holidaylettings.co.uk/content/pro_photographer/registration

Please send your covering letter and CV to amanda.hawkins@holidaylettings.co.uk quoting the job reference number in your email.

Account Executive – Property Managers

This is a sales role within the b2b sales team that deal with professional holiday lettings agents and property managers who advertise their portfolios on our websites. The Account Executive has the responsibility to manage a portfolio of clients with the clear objective to manage the relationship for retention and growth.

Responsibilities:
To be the main Account Management contact for a defined portfolio of clients and take over the running of new clients as they are handed over from the Business Development team.
Achieve specific inventory targets, KPI’s & service goals, by developing relationships in order to generate maximum growth of given accounts.
Track and report delivery to clients and be able to use this data to predict and improve results for and from accounts.
• Identify and win opportunities to improve deals and increase inventory and revenue.
• Regular reporting on delivery of enquiries/value to clients.
• Ensure correct monthly billing and payment through working with finance.
• Quarterly client contact or as required to understand the clients’ business requirements and construct and implement solutions according to need in order to pre-empt any losses of inventory or drops in returns.
• Respond to incoming queries, investigate issues and devise and implement solutions for those clients. Includes working with Client Support on load, advert display and tracking issues.
• Provide support to the other members of the PM Sales Team as required according to workload and business priorities by handling customer calls and addressing customer service issues.
• Provide feedback to the rest of the team to address any service or performance concerns.

Requirements:
• Strong sales skills including ability to listen and identify the needs of the client.
• Minimum of 2 years’ experience in a similar role.
• Results driven and motivated to work to hit and exceed targets.
• Consultative approach to be able to build relationships with clients and work in their best interests.
• Excellent written and verbal communication skills. Fluent written and verbal English.
• Languages an advantage – Spanish or French.
• Good attention to detail and excellent organisational skills.
• Professional manner and personal integrity.
• Ability to be flexible and to thrive in a hardworking team.
• A keen problem solver with the ability and willingness to take ownership & resolve issues with clients.

Skills and Qualifications:
• Language and communication skills are essential as outlined above. All client contact is via phone and email. Therefore good written language skills and an excellent phone manner are both required.
• Experience of working in a target driven sales environment.
• Demonstrable success in a sales role.
• General IT competence. Must be confident in using a PC, ideally have had some experience of Microsoft Office Software. Experience in using Salesforce software would be useful.
• Attainment of a GCSE English and Mathematics qualification to a minimum level grade C (or equivalent).
• Graduate preferable and ability to demonstrate high intellect and energy.

Please send your covering letter and CV to amanda.hawkins@holidaylettings.co.uk quoting the job reference number in your email.

Ref: 2654

International  Marketing Manager (Maternity Cover) up to 12 months

Why This Role is Excellent:
Reporting to the Marketing Director, this role will see the opportunity to help grow and expand a division of Holiday Lettings and Niumba (sister company) RBO Acquisition Marketing, leading a team of 2-8 people.

What you’ll do:
• Maximise Home Owners acquisition across affiliates, partners and non-Search digital channels.
• Manage channel mix across digital channels to achieve traffic, enquiry and budget/cost per acquisition targets.
• Manage the Tripadvisor media channel to increase the volume of traffic, sales and Home Owners members.
• Own and optimise Paid media creative, media buying and performance.
• Track and measure channel performance; designing test strategies to optimise results as an on going dynamic.
• Manage agencies and media within agreed budgets.
• Commission any qualitative research to test propositions & usability amongst customers.
• Define the incentives options to support the quarterly campaign planning.
• Manage the central promotional calendar and develop compelling campaigns and propositions that drive new registrations and activations.
• Schedule creative and copy requirements with the Design team and Liaise with Customer Service and Sales to ensure all teams are aware of all planned activity.
• Map out user experience & customer journey for each campaign, ensuring that the campaign offer & message is clear and easy to understand, and all best practices are met.
• Track performance of channels & provide weekly updates, and monthly reports.
• Produce post-campaign analyses to determine success against CPA/ROI forecasts and other success criteria.
• Manage new channels such as mobile advertising – agree budget and appoint agency.
• Drive Holiday Lettings and Niumba social media campaigns to increase registrations and home activations via the channel.
• Lead campaign meetings to ensure all tactical and brand response campaigns are tightly project managed.
• Manage all Home Owner offline marketing to run acquisition activities via these channels.

What we seek:
• Experience of managing / leading a team is essential. Remote team management is desirable.
• International Marketing skills.
• Strong analytical skills and project management skills essential.
• Experience of CRM databases, preferably salesforce.
• Good numerical skills are important, as well as being literate in spreadsheets.
• Agency management experience desirable.
• Ability to work in a high –energy, high intensity and rapidly evolving environment.
• Ideally obtained a Bachelors Degree.

Please send your covering letter and CV to amanda.hawkins@holidaylettings.co.uk quoting the job reference number in your email.

Ref 2658

B2B marketing executive (Maternity cover – 12 month contract)

Reporting to the B2B marketing manager your role will be to support the growth in customer acquisition through management, planning and execution of a large volume of marketing activity, specifically in Email Marketing, in order to achieve the high monthly acquisition targets of the company.

The Role:
• Manage a high volume of branded email marketing activity carried out each month to support monthly acquisition targets for UK and International sites. Includes planning, negotiation of rates both direct with media owners and agencies, creative supply, proofing, signoff, tracking and reporting.
• Manage internal B2B email nurturing programmes within a marketing automation software across all international sites in order to consistently deliver a high volume of quality conversions (Includes cold leads, unconverted leads and revival customers).
• Manage the B2B email marketing calendar including prospect and external branded emails. Ensure promotional calendar is up to date and activity is delivered on time. Involves working with agencies, designers and copywriters for planning and execution of activity.
• Liaise with design and copy teams to ensure fresh creative and new messages and promotions are tested on a monthly basis. Involves working closely with the other members of the team to ensure consistency.
• Support the B2B team and seek new opportunities for B2B acquisition, test and learn from new channels. The ability to think out of the box and come up with new ideas and ways to reach new customers will be important for this role.
• Seek out improvements, always keep an eye on results and be driven to achieve monthly targets.

The ideal candidate will:
• Have 2-3 years’ experience in a marketing role with a strong background in email marketing ideally using an online marketing automation software. Digital marketing and direct mail experience also beneficial. • Be results driven – this is a very important growth area for the business and requires someone who constantly strives to meet results targets.
• Be organised with the ability to plan ahead and keep track of multiple activities at any one time ensuring fast delivery.
• Have attention to detail, be confident in testing and signing off emails and other proofs prior to broadcast.
• Be efficient with the ability to turn things around quickly and prioritise work to ensure targets are met. • Possess intermediate Excel skills (desired).
• A second European language could be advantageous but not essential.
• Have had exposure to HTML for emails or a basic understanding thereof (preferable).
• Have strong communication skills. Experience working with remote teams is a plus.

Please send your covering letter and CV to amanda.hawkins@holidaylettings.co.uk quoting the job reference number in your email.

Ref 2659