Customer Resolution Executive

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  "last_changed_at": "2026-06-06T10:24:00.783Z",
  "active_status": "active"
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{
  "language": "en",
  "location": {
    "raw": "Philliphine, P, Philippines",
    "city": "Philliphine",
    "region": "P",
    "country": "Philippines",
    "is_remote": false,
    "confidence": 0.8
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    "location": {
      "raw": "Philliphine, P, Philippines",
      "city": "Philliphine",
      "region": "P",
      "country": "Philippines",
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      "confidence": 0.8
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    "countries": [
      "Philippines"
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{
  "list_job": {
    "id": "327",
    "isRemote": null,
    "location": {
      "city": null,
      "state": null
    },
    "atsLocation": {
      "city": "Philliphine",
      "state": null,
      "country": "Philippines",
      "province": "P"
    },
    "departmentId": "19569",
    "locationType": "1",
    "jobOpeningName": "Customer Resolution Executive ",
    "departmentLabel": "Guest Care",
    "employmentStatusLabel": "Full-Time"
  },
  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": null,
      "state": null,
      "postalCode": null,
      "addressCountry": null
    },
    "datePosted": "2026-06-04",
    "atsLocation": {
      "city": "Philliphine",
      "state": "P",
      "country": "Philippines",
      "countryId": "169"
    },
    "description": "<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">We’re looking for a hardworking, driven, and passionate people in our Guest Care Team as we get set for further growth in 2026, helping our owners to maintain their high-quality properties, and to ensure our guests receive the very best customer service whilst staying with us.</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">As a Customer Resolution Executive at Host &amp; Stay Group, you will be responsible for ensuring exceptional customer satisfaction by effectively managing and resolving guest complaints and damage claims. Your role will involve investigating issues, communicating solutions clearly and empathetically, and maintaining detailed records.  </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">The purpose of the Customer Resolution Executive is to ensure the highest level of guest satisfaction by efficiently managing and resolving complaints and damage claims. This role is pivotal in maintaining the company's reputation for excellent customer service. By addressing issues promptly and empathetically, the Customer Resolution Executive helps to enhance the overall customer experience, foster customer loyalty, and drive continuous improvement in service quality.  </span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">This is a full time role, working 5 days over 7, 9am - 5.30pm UK Time.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">This will include, but not limited to the following duties:</span> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Customer Complaint Resolution:</span> </span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Address and resolve guest complaints promptly and professionally. </span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Investigate complaints thoroughly, gathering all necessary information to provide effective solutions. </span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Communicate resolutions clearly and empathetically to guests and owners. </span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Document all complaints and resolutions in the customer experience database. </span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Damage Claims Management:</span> </span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Handle guest damage claims with a focus on fairness and accuracy. </span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Coordinate with internal departments (e.g., maintenance, housekeeping) to assess and validate claims. </span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Agree settlements and ensure timely processing of claims. </span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Maintain detailed records of all damage claims and resolutions. </span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Customer Service Excellence:</span> </span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Monitor customer feedback and identify trends to proactively address potential issues. </span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Work closely with other departments to improve overall service quality. </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">To be considered for this role you MUST have: </span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Ability to work flexible hours, including weekends, as needed.</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">The ability to present information confidently at all levels. </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Be an effective communicator with a professional &amp; customer orientated approach. </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Be confident to liaise with colleagues and customers over the phone and on e-mail. </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Excel at multi-tasking, organisation and time management. </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Great administrative skills </span><br></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Able to work at pace, manage workloads and to deadlines. </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Proven customer service experience would be desirable. </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Able to understand &amp; approach difficult conversations in a diplomatic way </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Ability to empathise with the customer and understand their circumstances </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Ability to remain calm under pressure, especially during busy periods </span></li>\n<li><span style=\"font-size: 12pt\"><span style=\"font-family: arial, helvetica, sans-serif\">Be sales orientated. </span><span style=\"font-family: arial, helvetica, sans-serif\"> </span></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Proficiency in customer service software and MS Office Suite. </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Demonstrated ability to handle sensitive and confidential information. </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Analytical skills to interpret customer feedback and identify trends for continuous improvement</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Background in Complaint Resolution is desirable</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Who is Host &amp; Stay? </span></p>\n<p><span style=\"font-size: 12pt\">Host &amp; Stay is based in Saltburn-by-the-sea and provides full service holiday home property management to around 1,000 properties across the UK. Host &amp; Stay was born from a love and passion for property, and a desire to lead the change in an age old industry. </span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">Our vision is simple, to help property owners maximise their income, maximise their returns, and reduce their fees and their hassle. We’re on a mission to make the UK one of the most popular, guest centric holiday destinations in the world – but not at the expense of holiday homeowners paying high management fees and seeing very little, if any return on their investments. We want our customers and communities to succeed and thrive.   </span></p>\n<p><span style=\"font-size: 12pt\"> </span></p>\n<p><span style=\"font-size: 12pt\">Our offices are more than just the space we work in. We encourage inspiration, creativity, and productivity in a relaxed and comfortable environment. We’re looking for people </span><span style=\"font-size: 12pt\">who are travelling in the same direction when it comes to the way we work, live our values, and deliver our services.  We have ambitious plans for further growth and impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do. </span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Any Questions? </span></p>\n<p><span style=\"font-size: 12pt\"><em>If you have access requirements you would like us to be aware of, please contact the Recruitment Team on e: </em><a href=\"mailto:[email protected]\" target=\"_blank\" rel=\"noopener noreferrer\"><em>[email protected]</em></a><em> - we will be happy to help!</em></span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\"><em>We are proud to be a Disability Confident Employer.</em></span></p>",
    "compensation": "220PHP",
    "departmentId": "19569",
    "locationType": "1",
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    "jobCategoryId": null,
    "jobOpeningName": "Customer Resolution Executive ",
    "departmentLabel": "Guest Care",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Experienced",
    "jobOpeningShareUrl": "https://hostandstay.bamboohr.com/careers/327",
    "employmentStatusLabel": "Full-Time"
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