Full Time

Managed Service Coordinator - South Lakes

Apply now with your CV & Cover Letter

Employment Type

Full Time


South Lakes

The Role

The Travel Chapter Group, incorporating Holidaycottages.co.uk and other holiday cottage acquired businesses, is an award-winning holiday letting company with over 30 years’ experience specialising in quality holiday properties across the UK. We pride ourselves on our extensive and varied portfolio of properties, and always strive to exceed the expectations of our holidaymakers and property owners alike. With over 300+ staff across the UK and a thriving portfolio of 6000+ properties across the UK, you can expect to work in a progressive and agile team. 

Our team is key to our continued success and as part of this, we have an exciting new opportunity to join our Property Team as a Managed Service Coordinator, supporting us in the South Lakes region. 

The Managed Service Coordinator will provide high quality managed services for a portfolio of properties, deputising for Service Manager where required. They will also support the Service Manager in co-ordination of contractors and organise any maintenance issues and other problems that may arise. The administration of the property portfolio must be to high standards, to achieve the best possible customer feedback, owner retention and owner recommendations. Other duties will include supporting the Service Manager to ensure accounts reconciliation and charging. 

The successful applicant must be able to provide calm and clear communications between customers, housekeepers, cleaners, contractors and our maintenance team members. They will also be able to fill in when needed for housekeeping services or cleaning, provide holiday cover for other Service co-ordinator team members and be on call in rotation with other members of the Managed Services team. They will be able to assist the day to day running of the office.


We are looking for

Knowledge, skills and experience required:

  • Outstanding communication and influencing skills
  • Customer focused with experience of managing a range of customers
  • Good IT, numeracy and literacy skills
  • A problem solver who is able to work on own initiative
  • Ability to work evenings and weekends as necessary
  • Property knowledge
  • Good time management
  • Full driving licence
  • Flexible, meticulous, motivated, intellectual, quick thinking and energetic.
  • Knowledge of the holiday letting industry would be advantageous.
What will you be doing?

Main Responsibilities:

  • Administer the portfolio of managed service properties
  • Checking new arrivals' list daily/weekly via Online Traveller account. Brief ongoing issues that might impact on arrivals - Housekeeper holidays, cottage repairs, owner arrivals.
  • Support Service Manager to co-ordinate cleaners, housekeepers, gardeners, maintenance contractors, laundry services and the maintenance team to ensure that properties are presented to a high standard when guests arrive.
  • Maintain holiday schedules for housekeepers and key tradespeople.
  • Check invoices against work completed for accuracy supporting accounts to ensure collection of appropriate fees and owner disbursements.
  • Ensure TC Cleaner Contractor Checklists are completed.
  • Organise collection and issue cottage keys
  • Liaise with Service Manager to respond to guest queries/complaints as required and ensure that any problems are resolved as soon as possible during their holiday whenever possible.
  • Ensure that properties are cleaned and prepared on occasions when a housekeeper or cleaner is unable to, doing them his/herself or with other members of the team when absolutely necessary or if no other housekeepers or cleaners are available.
  • Liaise with Holiday Support to approve any relevant refunds through the complaints procedure for regional properties.
  • Support a positive, proactive attitude in the office with a particular focus on customer care and high quality workmanship and standards
  • Support the drive for a high standard of service and work across all contractors
  • Ensure Health & Safety and welfare within the office follows the company's procedures, as described in the Health & Safety Policy
  • Report anything unsafe to the Health & Safety representative and report accidents, near
    misses, and so on in the accident book
  • Take on any other responsibilities or tasks that are within your skills and abilities whenever reasonably asked.
What's in it for you?
  • Competitive Salary
  • Company Pension Scheme 
  • Travel Chapter Employee Rewards - Exclusive staff discounts
  • Healthcare Cash Plans
  • Employee Assistance Programme
  • Free Healthy Snacks 
  • Exclusive staff holiday discounts  
  • 25 days holiday per year
  • Cycle to Work Scheme
  • Regular social and team events
  • A relaxed, friendly and fun work environment
  • Time for training and self-improvement
  • Highly effective, motivated and supportive team members!