Role: Customer Concierge
Location: Great Suffolk Street, London, SE1 0BE.
Contract Type: Permanent, Full Time, Hybrid - minimum of 3 days in the office per week
(Monday Friday) Do you pride yourself in delivering exceptional service to your customers? If so CV Villas wants you to join our ever-growing, vibrant team! Role Overview: The CV Villas Concierge will provide a second to none Concierge Service to not only all of our ABOVE Villa customers but also those that have a particularly high spend or loyalty with the company. Putting the CV ethos of unparalleled service, attention to detail, quality, safety, and unforgettable villa holidays at the very centre of their day-to-day work, this person will stop at nothing to ensure that CV Customers have everything that they require for their holiday prior, during and after their stay with us. At CV Villas our aim is to differentiate ourselves from our competitors with the trust and faith that our customers can put in our villas and service. This pre-travel concierge role will form a key part of our service offering to our most valued customers.
To apply, please submit your details, including a CV and Covering letter. If you need extra support with your application, simply let us know. We value diversity, equity & inclusion. If you do require any additional support, please contact recruitment@dertour.co.uk, and a member of our team will be in touch to discuss how we can support you and any reasonable adjustments we can make. CV Villas CV Villas is one of the UKs leading Villa specialists, with over 50 years experience, forming part of Der Tour, one of Europes leading travel groups. Boasting an exceptional selection of over 800 handpicked properties in highly sought-after destinations across the globe, CV Villas is recognised for its unwavering commitment to excellence, authenticity, and personalised service, both in the UK, and in destination. With a deep understanding of what it takes to craft the perfect villa holiday; we are dedicated to delivering exceptional experiences that meet the highest standards of quality and authenticity. Take a look: www.cvvillas.com What you'll be doing: Customer Experience Support the Customer Service Manager when required with any customer issues or complaints in the most timely manner, tailored to the customer. Assist the Customer Service Manager with ABOVE and HNW post-holiday communications, allowing the company to glean valuable information from our customers and constantly strive for improvement. Put CV Customers and Suppliers at the centre of all that you do acting as the ultimate ambassador of the CV Brand, encouraging a customer-centric culture within the organisation, collaborating with the Destination Experts and all departments to deliver exceptional customer experiences to our customers. Offer a truly exceptional and personalised service to all customers that you interact with. Concierge Services Manage the concierge inbox and ensure that all emails are responded to in a timely manner (within 24 hours.) Research and suggest new local activities and experiences for our customers to enjoy tailored to their needs and requirements. Fully brief our on the ground team of Destination Experts about their upcoming bookings and the services you have organised/they need to provide. Ensure that the CV Holidays that you are involved in are worth talking about. Put CV Customers and Suppliers at the centre of all that you do acting as the ultimate ambassador of the CV Brand, encouraging a customer-centric culture within the organisation, collaborating with the Destination Experts and all departments to deliver exceptional customer experiences. Reach out to all customers post booking to introduce yourself and the CV Concierge service. Upsell CV Villas Experiences where suitable and possible, maximising revenue for the business. Ensure products and services that you introduce are H&S checked and correctly loaded on our system. Create a little black book of contacts, services, restaurants etc in all of our destinations. Create and Manage a Concierge workspace in Monday.com. Ensure that notes on the services that you have arranged are clearly listed on all bookings. Suggest and organise customer surprises or gifting where appropriate. ABOVE Services Performing all concierge duties for our ABOVE bookings and liaising with local contacts to organise equipment hire/restaurant bookings/experiences and anything else that they require. Starting with an email 7 days post booking up to a call post travel. Handing over each ABOVE booking to the relevant local point of contact and ensuring a smooth transition of services and information for clients to ensure they have the best possible ABOVE experience. Work with the ABOVE project team to help ensure the success and growth of the brand and that the best possible service is offered at all customer touchpoints. Manage the process of any ABOVE gifting and customer WOWs.
Represent ABOVE as a brand with local suppliers, owners and partners creating and building strong relationships and a fantastic brand reputation as well as at any required trade shows. General: Demonstrate a commitment to the core company values and mission in all actions and decisions. Act as a brand ambassador, positively representing the group both internally and externally. Support and promote a diverse and inclusive workplace, respecting perspectives and backgrounds, in order to foster a positive work environment. Constantly strive to improve the CV Customer experience at all points of their journey with CV. Travel when required to CV Destinations to familiarise yourself with our service and product. Be a champion of sustainability across the business. Build a loyal and trusting customer base that cannot imagine a holiday without your services. Ensure that all documentation linked to your services correctly represents the CV Brand. You will have: Essential: Experience in previous customer-centric roles. Highly organised with excellent time management skills. Experience representing a company/brand across multiple relationships and environments. Proficient in use of Microsoft programs such as Teams, Excel, Outlook. Good level of written and spoken English. Process minded. Calm under pressure.
Desirable: Experience in a concierge-style function within a business. Experience in other travel companies. Foreign Language Skills. Previous experience working in Destination with a Tour Operator or holiday company. Customer Service Experience. Personal Qualities: Strong communication skills in various verbal and written forms. Innovative and creative with a solution focused approach. Flexible and adaptable to changing priorities. Resourceful and practical; can think on your feet and solve problems quickly and effectively. Outside the box thinker. Creative. Positive can do attitude. Able to quickly build strong and trusted relationships with customers and suppliers. Good presentation skills. Strong team player. Decisive and action oriented. Customer Centric Attitude with the willingness to go the extra mile.
Benefits & Perks: 23 days holiday, plus bank holidays (holiday allowance increases with length of service). Flexitime (including option to bank hours giving an additional 4 days off per year). Additional day off to celebrate your birthday. 2 volunteer days per year. Company bonus scheme. Company matched pension scheme and life assurance. Company trips. Free annual travel insurance. Holiday concessions for personal trips -
a complimentary villa per year! Friends & family holiday discounts. Travel season ticket loans. Cycle to work scheme. Learning & development opportunities. In-house wellness team.
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Contract Type: Permanent, Full Time, Hybrid - minimum of 3 days in the office per week
(Monday Friday) Do you pride yourself in delivering exceptional service to your customers? If so CV Villas wants you to join our ever-growing, vibrant team! Role Overview: The CV Villas Concierge will provide a second to none Concierge Service to not only all of our ABOVE Villa customers but also those that have a particularly high spend or loyalty with the company. Putting the CV ethos of unparalleled service, attention to detail, quality, safety, and unforgettable villa holidays at the very centre of their day-to-day work, this person will stop at nothing to ensure that CV Customers have everything that they require for their holiday prior, during and after their stay with us. At CV Villas our aim is to differentiate ourselves from our competitors with the trust and faith that our customers can put in our villas and service. This pre-travel concierge role will form a key part of our service offering to our most valued customers.
To apply, please submit your details, including a CV and Covering letter. If you need extra support with your application, simply let us know. We value diversity, equity & inclusion. If you do require any additional support, please contact recruitment@dertour.co.uk, and a member of our team will be in touch to discuss how we can support you and any reasonable adjustments we can make. CV Villas CV Villas is one of the UKs leading Villa specialists, with over 50 years experience, forming part of Der Tour, one of Europes leading travel groups. Boasting an exceptional selection of over 800 handpicked properties in highly sought-after destinations across the globe, CV Villas is recognised for its unwavering commitment to excellence, authenticity, and personalised service, both in the UK, and in destination. With a deep understanding of what it takes to craft the perfect villa holiday; we are dedicated to delivering exceptional experiences that meet the highest standards of quality and authenticity. Take a look: www.cvvillas.com What you'll be doing: Customer Experience Support the Customer Service Manager when required with any customer issues or complaints in the most timely manner, tailored to the customer. Assist the Customer Service Manager with ABOVE and HNW post-holiday communications, allowing the company to glean valuable information from our customers and constantly strive for improvement. Put CV Customers and Suppliers at the centre of all that you do acting as the ultimate ambassador of the CV Brand, encouraging a customer-centric culture within the organisation, collaborating with the Destination Experts and all departments to deliver exceptional customer experiences to our customers. Offer a truly exceptional and personalised service to all customers that you interact with. Concierge Services Manage the concierge inbox and ensure that all emails are responded to in a timely manner (within 24 hours.) Research and suggest new local activities and experiences for our customers to enjoy tailored to their needs and requirements. Fully brief our on the ground team of Destination Experts about their upcoming bookings and the services you have organised/they need to provide. Ensure that the CV Holidays that you are involved in are worth talking about. Put CV Customers and Suppliers at the centre of all that you do acting as the ultimate ambassador of the CV Brand, encouraging a customer-centric culture within the organisation, collaborating with the Destination Experts and all departments to deliver exceptional customer experiences. Reach out to all customers post booking to introduce yourself and the CV Concierge service. Upsell CV Villas Experiences where suitable and possible, maximising revenue for the business. Ensure products and services that you introduce are H&S checked and correctly loaded on our system. Create a little black book of contacts, services, restaurants etc in all of our destinations. Create and Manage a Concierge workspace in Monday.com. Ensure that notes on the services that you have arranged are clearly listed on all bookings. Suggest and organise customer surprises or gifting where appropriate. ABOVE Services Performing all concierge duties for our ABOVE bookings and liaising with local contacts to organise equipment hire/restaurant bookings/experiences and anything else that they require. Starting with an email 7 days post booking up to a call post travel. Handing over each ABOVE booking to the relevant local point of contact and ensuring a smooth transition of services and information for clients to ensure they have the best possible ABOVE experience. Work with the ABOVE project team to help ensure the success and growth of the brand and that the best possible service is offered at all customer touchpoints. Manage the process of any ABOVE gifting and customer WOWs.
Represent ABOVE as a brand with local suppliers, owners and partners creating and building strong relationships and a fantastic brand reputation as well as at any required trade shows. General: Demonstrate a commitment to the core company values and mission in all actions and decisions. Act as a brand ambassador, positively representing the group both internally and externally. Support and promote a diverse and inclusive workplace, respecting perspectives and backgrounds, in order to foster a positive work environment. Constantly strive to improve the CV Customer experience at all points of their journey with CV. Travel when required to CV Destinations to familiarise yourself with our service and product. Be a champion of sustainability across the business. Build a loyal and trusting customer base that cannot imagine a holiday without your services. Ensure that all documentation linked to your services correctly represents the CV Brand. You will have: Essential: Experience in previous customer-centric roles. Highly organised with excellent time management skills. Experience representing a company/brand across multiple relationships and environments. Proficient in use of Microsoft programs such as Teams, Excel, Outlook. Good level of written and spoken English. Process minded. Calm under pressure.
Desirable: Experience in a concierge-style function within a business. Experience in other travel companies. Foreign Language Skills. Previous experience working in Destination with a Tour Operator or holiday company. Customer Service Experience. Personal Qualities: Strong communication skills in various verbal and written forms. Innovative and creative with a solution focused approach. Flexible and adaptable to changing priorities. Resourceful and practical; can think on your feet and solve problems quickly and effectively. Outside the box thinker. Creative. Positive can do attitude. Able to quickly build strong and trusted relationships with customers and suppliers. Good presentation skills. Strong team player. Decisive and action oriented. Customer Centric Attitude with the willingness to go the extra mile.
Benefits & Perks: 23 days holiday, plus bank holidays (holiday allowance increases with length of service). Flexitime (including option to bank hours giving an additional 4 days off per year). Additional day off to celebrate your birthday. 2 volunteer days per year. Company bonus scheme. Company matched pension scheme and life assurance. Company trips. Free annual travel insurance. Holiday concessions for personal trips -
a complimentary villa per year! Friends & family holiday discounts. Travel season ticket loans. Cycle to work scheme. Learning & development opportunities. In-house wellness team.
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