Reviews & Resolutions Specialist

The Role

We are looking for a highly organised, confident and commercially minded Reviews & Resolutions Specialist to join our growing team.

This is a varied role sitting at the intersection of claims, resolutions, guest experience, reviews, property feedback, and operational improvement.

You will take ownership of claims and resolutions on behalf of our property owners, working with guests, OTAs and third-party suppliers to recover costs, challenge decisions and bring difficult situations to a successful conclusion.

Alongside this, you will be responsible for our reviews and guest feedback process — proactively engaging with guests during and after their stay to identify issues before they become negative reviews, encouraging positive feedback, spearheading improvements, and responding professionally to reviews across our platforms.

This isn't simply a role of processing claims or replying to reviews. We want someone who can see the bigger picture — spotting patterns, identifying where things are going wrong, challenging information when needed and feeding insights back into the wider business so we continuously improve.

Key Responsibilities

Claims & Resolutions

• Raise and manage claims on behalf of property owners with guests and OTA platforms.
• Pursue outstanding payments and debts through professional, persistent and commercially appropriate communication.
• Collate, check and organise supporting evidence including photographs, invoices, reports, correspondence and booking information.
• Submit strong, accurate and well-evidenced claims to maximise the likelihood of recovery.
• Appeal rejected or partially successful claims and booking related charges with OTA platforms where appropriate.
• Communicate confidently with guests regarding damage, additional charges, missing items, breaches of house rules and other claim-related matters.
• Manage difficult or challenging conversations with guests and service providers, always aiming to reach a fair and successful resolution.
• Allocate recovered claim payments correctly between the company and property owner.
• Maintain accurate records of claims, outcomes, payments and outstanding actions.
• Monitor the progress of claims and proactively chase anything that is delayed or outstanding.
• Identify opportunities to improve the claims process and recovery rate.

Evidence & Supplier Chasing

• Proactively request and chase missing documentation from cleaners, maintenance teams, contractors and other third-party suppliers.
• Review evidence critically and identify gaps, inconsistencies or information that could weaken a claim.
• Work with operational teams to obtain the information required to support successful resolutions.
• Ensure claims are supported by clear, accurate and credible evidence before submission.

OTA Knowledge & Appeals

• Develop a strong understanding of major OTA platforms, their claims processes, policies and review guidelines.
• Communicate directly with OTA support teams to resolve disputes and appeal decisions.
• Challenge decisions where there is a legitimate basis to do so, using clear evidence and well-structured arguments.
• Stay up to date with relevant OTA processes and changes that may affect claims or reviews.

Reviews & Guest Experience

• Monitor guest reviews across our OTA and other review platforms.
• Respond to all written reviews in line with our brand voice and standards.
• Handle negative reviews professionally, constructively and with the aim of protecting the guest relationship and company reputation.
• Research the background of negative feedback before responding, ensuring responses are informed by what actually happened during the stay.
• Appeal reviews to OTA platforms where they breach platform review guidelines.
• Proactively contact guests during their stay to identify concerns and give the business an opportunity to resolve issues before they result in a negative review.
• Conduct post-stay outreach to gather feedback, identify problems and encourage satisfied guests to leave positive reviews.
• Escalate issues identified through guest feedback to the relevant operational teams.
• Record and share recurring guest feedback and trends with the wider business.

Data, Feedback & Continuous Improvement

• Review claims, resolutions and guest feedback data to identify recurring issues and opportunities for improvement.
• Look beyond individual incidents to understand the underlying operational problem.
• Identify trends relating to cleaning, maintenance, guest communication, properties, suppliers and operational processes.
• Provide clear feedback to relevant departments and managers to help prevent repeat issues.
• Use data and feedback to identify opportunities to improve guest experience, reduce complaints and increase successful claim recovery.
• Contribute to a culture of continuous improvement across the business.

What We're Looking For

We're looking for someone who is confident, commercially aware, persistent and exceptionally organised.

You will need to be comfortable dealing with people who may be unhappy, challenging decisions and having conversations where money is involved.

Essential

• Excellent written and spoken English.
• Strong verbal communication skills and confidence making outbound calls.
• Excellent attention to detail and ability to review evidence critically.
• Confident communicating with guests, suppliers, OTA platforms and internal teams.
• Ability to handle difficult conversations calmly and professionally.
• Strong organisation and ability to manage multiple claims, reviews and follow-ups simultaneously.
• A persistent approach to chasing outstanding information, payments and decisions.
• Strong judgement and ability to assess situations objectively.
• Ability to work independently, take ownership and follow matters through to completion.
• Commercial awareness and an understanding of the importance of recovering money for clients and the business.
• Ability to spot patterns and think beyond the individual task to identify wider business improvements.

Desirable

• Previous experience within serviced accommodation, hospitality, property management or a similar customer-facing environment.
• Experience working with OTA platforms such as Airbnb, Booking.com or Expedia.
• Previous experience managing claims, disputes, debt recovery or complaints.
• Experience responding to online reviews and managing guest feedback.
• Understanding of OTA review and claims policies.
• Experience working with property management, booking or task management systems.

The Person

You will be someone who:

• Doesn't give up easily — if a claim is rejected, you investigate why and look for the next route forward.
• Can have difficult conversations without becoming defensive or confrontational.
• Spots the detail but can also see the bigger picture.
• Takes ownership rather than waiting to be told what to chase.
• Thinks commercially and understands that successful resolutions directly impact our clients and our business.
• Cares about the guest experience and understands that resolving a problem well can be more valuable than simply winning an argument.
• Is naturally curious and wants to understand why something went wrong, not just deal with the immediate consequence.
• Communicates brilliantly — particularly in writing and on the phone.
• Is resilient and solution-focused, even when dealing with challenging guests, suppliers or OTA decisions.

Working Hours

Monday – Friday | 37.5 hours per week | UK office hours

This role is open to international applicants, however excellent written and spoken English is essential.