Customer Resolution Team Leader

We’re looking for a hardworking, driven, and passionate candidate to join our 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.   

Are you passionate about Customer Service and looking for a new, exciting challenge? If you answered yes, then look no further, a role at Host & Stay is just what you are looking for.  

As a Customer Resolution Team Leader at Host & Stay, 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. You will also lead and mentor a team of customer resolution executives, implement policies to enhance service quality, and analyse feedback to identify areas for improvement. 
 
 

The purpose of the Customer Resolution Team Leader is to ensure the highest level of guest satisfaction by efficiently managing and resolving complaints and damage claims, and also supporting the Guest Care Team as a Team Leader.
 
 

This role is pivotal in maintaining the company's reputation for excellent customer service. By addressing issues promptly and empathetically, the Customer Resolution Team Leader helps to enhance the overall customer experience, foster customer loyalty, and drive continuous improvement in service quality. This position also involves analysing feedback to implement strategic improvements, and coordinating with various departments to resolve issues comprehensively.
 

This role covers 5 over 7 days, with a shifts working between 9am and 10pm. 

To be considered for this role you MUST have:

• Experience in Customer Service Management
   

• Strong problem-solving skills with the ability to remain calm and effective under pressure


• Excellent verbal and written communication skills. 

• Proficiency in customer service software and MS Office Suite. 

• Have a collaborative approach, one company, one team. 

• Strong leadership and team management skills. 

• Ability to work flexible hours, including evenings and weekends, as needed. 


• Analytical skills to interpret customer feedback and identify trends for continuous improvement. 


• Experience of handling sensitive information with professionalism and confidentiality 

• Full driving license (if you have a disability, we will explore reasonable adjustments with you). 

• Flexible and open to change. 

• Professional and a customer orientated approach. 

• Effective team worker. 


• Proactive and committed to continuous improvement in service delivery. 

And Day to Day? …….. You will be responsible for:
  

Customer Complaint Resolution:
 

• Address and resolve guest complaints promptly and professionally. 

• Investigate complaints thoroughly, gathering all necessary information to provide effective solutions 

• Communicate resolutions clearly and empathetically to guests and owners. 

• Document all complaints and resolutions in the customer experience database. 

• Be responsible for processes and workflows for processing, monitoring and logging complaints.
    

Damage Claims Management:
 

• Handle guest damage claims with a focus on fairness and accuracy. 

• Coordinate with internal departments (e.g., maintenance, housekeeping) to assess and validate claims. 

• Agree settlements and ensure timely processing of claims. 

• Maintain detailed records of all damage claims and resolutions. 

• Be responsible for processes and workflows for processing, monitoring and logging claims. 

 Customer Service Excellence:
 

• Develop and implement customer resolution policies and procedures to enhance the guest experience. 

• Train and mentor the Customer Resolution Team and Guest Care Team on best practices for handling complaints and claims. 

• Monitor customer feedback and identify trends to proactively address potential issues. 

• Work closely with other departments to improve overall service quality.
   


• Reporting and Analysis:
  Generate regular reports on complaint and claim metrics.
  


• Analyse data to identify areas for improvement and recommend corrective actions. 

• Present findings and recommendations to senior management.
    

Continuous Improvement:
 

• Stay updated on industry best practices and incorporate them into the company's customer service strategy. 

• Lead initiatives to enhance the efficiency and effectiveness of the complaint and claim resolution process. 

• Foster a culture of continuous improvement within the customer experience team.
     

Who is Host & Stay?
 

Host & Stay is based in Saltburn-by-the-sea and provides full service holiday home property management to over 1,000 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’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.    

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 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.  

Benefits:

• Health Cash Plan 

• Employee Assist Program


• Paid Volunteering Day

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.