Client Success Specialist

We are looking for a hardworking, driven, and enthusiastic candidate to join our team as we continue our growth in 2025, helping our owners to maintain their high quality properties, and to ensure our guests receive the very best customer service whilst staying with us. This is a fantastic opportunity to join one of the fastest growing holiday management companies in the UK. 

Are you looking for a new, exciting challenge? If you answered yes, then look no further, a role at Host and Stay is just what you are looking for!

Reporting to the Client Success Specialist Manager, you will be responsible for the management and development of property owner communication.

You will play an instrumental role in supporting the owners within the entire portfolio. The Client Success Specialist is responsible for the day to day running of the properties within our portfolio and is the main point of contact for their owners. 

The goal is to maximize asset value, customer satisfaction and revenue. 

The role is based in our office in Skelton (TS12 2LL), Monday to Friday 9am - 5pm. You will be expected to work one in four Saturdays inline with the business needs. 

And Day to Day? …….. You will: 

• Develop, maintain and improve a quality relationship through excellent communication. 


• Confidentiality deal with owner enquiries including invoicing, finances, performance and maintenance and compliance requirements.  


• Collaborate with the Onboarding team to transition new properties into the Client Success Specialist team.


• Confidently resolve challenges and difficult situations with owners without the need to escalate.  


• Use time effectively and efficiently, setting and managing objectives and goals, evaluating results.  


• Be proactive to address potential opportunities or issues and work with your line manager to improve the service.  


• Provide the highest level of service.   


• Handle all customer inquiries or problems in a timely, courteous manner. Satisfied customers are our biggest asset. 


• Prepare, in a timely and professional manner, reports as required or as requested from time to time by your Line Manager.


• Participate in training at management’s request 

To be considered for this role you MUST have the following skills: 

• In depth ability to understand data and identify trends and patterns from that data  


• Results driven and motivated to work to hit and exceed targets


• An efficient communicator with a professional and customer orientated approach  


• Able to work unsupervised and on own initiative  


• Complete problem-solving skills, analytical skills, and decision-making skills 


• Customer focused and bottom line orientated


• Excellent written and verbal communication skills 


• Ability to liaise with the public and clients in a professional manner 


• Friendly and enthusiastic attitude 


• Organised and can prioritise tasks 


• Account management experience 


• Good geographical knowledge 


• Flexible and open to change


• Professional and a customer orientated approach


• Effective team worker


• Committed to inclusion, equality, and diversity


• Aligned to the purpose and values of the company 


• Committed to personal and professional development


• Proactive and committed to continuous improvement in service delivery


• Have a collaborative approach, one company, one team

The following would be desirable: 

• Competent in the use of information technology.


• Fully understand property management and its financial aspects.


• Knowledge of rules and regulations surrounding property management. 


• Full UK Driving Licence  

Benefits:

• Health Cash Plan 


• Employee Assist Programme 


• Electric Car salary sacrifice scheme 


• Employee Discount 


• Company Events

Who is Host & Stay? 

Host & Stay is based in Saltburn-by-the-sea and provides full service holiday home property management to over 1100 properties across the UK. Host & Stay was born from a love and passion for property, and a desire to lead the change in an age old industry. 

Our vision is simple, to help property owners maximise their income, maximise their returns, and reduce their fees and their hassle. We are 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. 

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. 

Why choose us? 

The team here at Host and Stay genuinely care about the work we do to transform the lives of our customers and we think this is a pretty big reason to love your career at Host and Stay. 

Our people are our best asset, so we want to make sure your wellbeing is the best it can be. Our responsibilities as an employer extend beyond the workplace, we want to make sure we can help and support you when you need it most. 

Any Questions? 

If you have access requirements you would like us to be aware of, please contact the Recruitment Team on e: [email protected] - we will be happy to help!

We are proud to be a Disability Confident Employer.