Account Manager

Forge Holiday Group Ltd; Newport; On-site; GBP 21,000 - 33,000; Full time

Benefits offered by this job

Annual bonus

Holiday allowance

Extra holiday days

Birthday day off

Volunteer days

Parental leave

Pension scheme

Discounts on stays

Wellbeing benefits

Health cash plan

Life assurance

Training & development

Mental health support

Employee savings scheme

Long service awards

Company events

Job summary

Forge Holiday Group Ltd's Welsh Coast & Country Holidays team is seeking an Account Manager to connect with property owners and ensure memorable stays for guests. Based in our Newport office, you’ll be the first point of contact to maximise holiday home performance and guest satisfaction.

You’ll respond to owner and guest queries, keep clear records, and work with Property Services, Quality & Revenue teams. A driving license and customer-service experience are preferred.

Qualifications

• Be the primary contact for owners, offering guidance and support.
• Respond to guest and owner queries quickly and efficiently.
• Keep accurate records of all communications.
• Work with owners to improve property performance and compliance.
• Collaborate with teams across Property Services, Quality & Revenue Management.
• Handle feedback to help improve guest satisfaction.
• Cover out-of-hours emergency phone (own car required).

Responsibilities

• Be the primary contact for owners, offering guidance and support.
• Respond to guest and owner queries quickly and efficiently.
• Keep accurate records of all communications.
• Work with owners to improve property performance and compliance.
• Collaborate with teams across Property Services, Quality & Revenue Management.
• Handle feedback to help improve guest satisfaction.
• Cover out-of-hours emergency phone (own car required).

Skills

Driving license

Customer service

Communication skills

Teamwork

MS Office

Problem solving

Job description

Join the Welsh Coast & Country Holidays Team Delivering Unforgettable Welsh Getaways!

• Salary: £25,000 per annum
• Working Hours: Full-time, 37.5 hours, 9am-5.30pm.
• Days of Work: 5 days per week, required to work 2 Saturdays a month.
• Location: Our welcoming office in Newport, Pembrokeshire.

About the Role

We're looking for a proactive and people-focused Account Manager to join our busy Welsh Coast & Country Holidays team. You'll be the first point of contact for property owners, helping them get the most from their holiday homes while ensuring holidaymakers have a seamless, memorable experience.

What You'll Do:

• Be the primary contact for owners, offering guidance and support
• Respond to guest and owner queries quickly and efficiently
• Keep accurate records of all communications
• Work with owners to improve property performance and compliance
• Collaborate with teams across Property Services, Quality & Revenue Management
• Handle feedback to help improve guest satisfaction
• Cover out-of-hours emergency phone (own car required)

What You'll Bring

• A full, clean UK driving license.
• Customer service or customer relations experience
• Strong communication and organisation skills
• Confidence working independently and as part of a team
• IT literacy, especially MS Office
• Ability to problem-solve under pressure

Bonus points if you have travel or hospitality experience, knowledge of the local area and previous phone and face-to-face customer service experience.

Who Are Welsh Coast & Country Holidays?

At Coast & Country Holidays, we believe holidays should be warm, welcoming and worry-free - just like the cottages we offer and the people behind them. As part of Sykes Holiday Cottages and the wider Forge Holiday Group, we provide a carefully selected portfolio of high-quality holiday cottages across Pembrokeshire, Ceredigion, Carmarthenshire, Monmouthshire and Powys, each chosen for its comfort, charm and connection to local life.

Established in 1990, we've been welcoming guests to Wales for over 35 years, building on a simple promise of honest, personal service that still guides us today. From our office in Newport, Pembrokeshire, our local team shares genuine knowledge and passion for the region.

Why You'll Love Working With Us

• Annual bonus scheme linked to company performance.
• Generous holiday allowance + extra days with long service
• Option to purchase extra holiday days if you wish.
• A day off for your birthday
• 2 volunteering days per year.
• Enhanced parental leave (24 weeks maternity, 3 weeks paternity at full pay).
• Pension scheme with employer contributions
• Discounted and last-minute stays at Forest Holidays and Sykes Cottages for you, your friends & family.
• Special offers and discounts designed to enhance your overall wellbeing.
• Health cash plan & life assurance.
• Training & development opportunities.
• 24/7 mental health support.
• Employee savings scheme
• Long service awards and company events

We're passionate about diversity, inclusion and welcoming people from all backgrounds. Need adjustments during the recruitment process? Just let us know, we'll be happy to help.

If you're passionate about building relationships and creating exceptional stays, we'd love to welcome you to the team.