Job Description

Location: Flexible (office-based or hybrid depending on location)
Employment Type: Permanent
Hours of Work: Full time or 30 hours per week (0.8)

Your next chapter

We’re looking for a detail-driven and highly organised Homeowner Support Administrator to join our team. This is a key role in delivering exceptional service to both new and existing Homeowners, supporting them through onboarding and beyond.

You’ll act as a central point of contact, ensuring queries are handled efficiently, processes are followed with precision, and our Homeowners receive a consistently high standard of service. Working closely with internal teams, you’ll help ensure everything runs smoothly behind the scenes while contributing to team targets and service levels.

What you’ll be doing

• Providing centralised support for Homeowners across all communication channels, delivering a professional and responsive service

• Managing queries, concerns and requests with confidence, aiming for swift and effective resolution

• Supporting onboarding activity, including documentation collection, letting agreement creation and compliance checks

• Working towards and exceeding onboarding targets, identifying opportunities to support new Homeowner sign-ups

• Delivering accurate and timely administrative support to internal teams, ensuring processes are followed consistently

• Maintaining high standards of data integrity, ensuring compliance with GDPR and internal policies

• Meeting Service Level Agreements (SLAs) and quality standards across all workflows

• Supporting Homeowner Account Managers with portfolio-related tasks such as quarterly contacts, pricing updates, guest feedback and pre-arrival actions

• Collaborating with teams across the business to resolve issues and improve service delivery

• Supporting training and knowledge sharing across the team where required

• Keeping up to date with business updates, processes and systems through ongoing learning and development

What we’re looking for

• Experience delivering excellent customer service and resolving queries with a calm, solutions-focused approach

• Strong organisational skills with the ability to manage multiple tasks and priorities in a fast-paced environment

• High attention to detail and accuracy when handling administrative tasks and data

• Experience working with CRM systems and confidence using Microsoft Office tools such as Excel, Word and Outlook

• A track record of working to targets and SLAs, maintaining high service standards

• A good understanding of handling confidential information and GDPR compliance

• Strong problem-solving skills, with the ability to identify issues and implement effective solutions

• A collaborative team player who is happy to support others and work across departments

• Ability to adapt to changing priorities and workflows with a positive approach

It would be great if you also have

• Experience within the holiday letting or property industry

• Good geographical knowledge

Why join us?

At Travel Chapter, we’re proud to be the holiday home people. We’re passionate about creating exceptional experiences for our Homeowners and guests, and our people are at the heart of everything we do.

We’re an inclusive organisation and welcome applications from all backgrounds. If you require any reasonable adjustments as part of the recruitment process, please let us know and our People Team will be happy to support.

Ready to start your next chapter?