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Head of Owner Services - Haven

Location
Bourne Leisure Head Office
Address
1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR
Division
Haven
Employment Status
Full-time
Employment Type
Permanent
Effective Date
30 January 2019
Expiration Date
28 February 2019


We have a passion for ensuring that our owners have the very best experiences whilst on park and that they are fully informed at all times.  We aim to deliver an effortless experience for our owners, so they can relax and enjoy the lifestyle offered by joining the owner community on park.  Our mission is to give our customers a great time with memories that last a lifetime.

Our team members enjoy working in a busy, fast paced, fun and challenging environment.

The Purpose of the role:

As Head of Owner Services you will lead the Owner Services team, focusing on supporting our teams in delivering a first-class owner experience. Our goal is that Haven Holiday Home Ownership will be the marketing leading Holiday Home Ownership proposition in the UK.  You will lead a team, co-ordinating and managing all aspects of owner experience, ensuring owners feel listened to and also feel recognised and valued. You will always keep the owner in mind and must be able to challenge decisions to produce the best possible owner experience. You will be a forward thinker with the ability to deliver and drive change to support the businesses Growth Driver Plans (GDP) for the future. 

Key responsibilities include:

• Manage the daily operations of the central Owner Services team 
• Leading, supporting and developing the capabilities of the Central Owner Services team, organising and providing training as necessary
• Role model our values, and using them to inform your decision making
• Provide support and advice to park and central teams with regard to:

- Owner complaints
- NCC (National Caravan Council) compliance
- Park Rules
- All Agreements and terms and conditions involved in the owner journey e.g. Purchase & Licence Agreements, Letting Agreement, Privilege Card, Owner Leaving Park Form

• Ensure relevant training is provided for park teams for core owner services responsibilities
• Act as a key contact for the NCC for owner complaints
• Liaise with NCC to arrange annual park assessments and manage the completion of any assessment actions to maintain NCC Approved status
• Organise internal audits for NCC compliance and ensure that any remedial actions are taken
• Planning, monitoring and reviewing of central Owner Services functions to ensure timely and effective support of park teams in the following areas:
Owner Accounts,Owner Communication,Letting administration, Reporting and communication, Owner Complaints, Owner Benefits

• Monitor the central Owner Services budget.
• Act as a key contact for our Trading Standards Primary Authority, co-ordinating support, training and referrals
• Support of Plot developments and training
• Support and management of the Owner Privilege Card process and development of owner loyalty
• Review and analysis of owner complaints and feedback, identifying trends and acting to improve the owner journey
• Provide guidance and support as we look to evolve the Park of the Future offer for our owners and the Haven owner brand

Attributes for the Role:

Self
• High levels of attention to detail and accuracy (interested in the detail)
• Results orientated
• Clear & demonstrable experience of using data within GDPR guidelines & relevant Data protection policies
• Is a self starter with a high level of personal motivation and enthusiasm to learn more and progress
• Is able to build strong working relationships with other team members
• Behaves with integrity and can be trusted at all times 
• Demonstrate the drive and passion to make a difference
• Be able to comprehensively communicate / promote your area of specialism both internally and externally
• Supports, drives & delivers change 
• Be flexible in your approach as we look to implement new strategies based on our organisational design projects.


Team
• Enjoys working in a high energy team
• Is positive and engaging when communicating with all team members


Qualifications/Experience/Training:

• Accuracy and attention to detail 
• Customer focused
• Commercially aware
• Strong leadership experience - developing, coaching & supporting teams 
• Good organisational skills and proactive attitude
• Good computer and keyboard skills including good knowledge of Microsoft packages
• An ability to work under pressure and to deadlines 
• Good written and verbal English