Max Heywood Email & Phone Number

Deliver clear and effective communication, both verbally and in writing, to a diverse range of customers, ensuring understanding of complex information such as booking terms and conditions, policies, and payment processes.Provide personalized coaching to guests, guiding them through digital tools and online booking systems to build confidence and independence in managing their reservations.Address challenging situations, such as complaints or last-minute changes, with professionalism… Show more Deliver clear and effective communication, both verbally and in writing, to a diverse range of customers, ensuring understanding of complex information such as booking terms and conditions, policies, and payment processes.Provide personalized coaching to guests, guiding them through digital tools and online booking systems to build confidence and independence in managing their reservations.Address challenging situations, such as complaints or last-minute changes, with professionalism and sensitivity, maintaining a calm demeanor to achieve positive outcomes.Implement and navigate a Property Management System (PMS) to streamline reservations, guest communications, and billing processes for 26 serviced apartments.Coach team members on effective use of digital tools to improve workflow and enhance customer service efficiency.Apply strategic pricing techniques and digital marketing campaigns to optimize occupancy and drive direct bookings, reducing reliance on third-party platforms.Clearly explain pricing and promotional strategies to team members and customers, ensuring alignment and understanding.Deliver tailored guest services, ensuring clarity and empathy in all communications while managing telephony queries and resolving issues promptly.Consistently achieve high satisfaction scores (currently 9.67/10 across 460 reviews) by addressing guest needs proactively and resolving problems effectively.Process over 800 reservations in under a year while supporting guests in navigating booking systems and digital tools.Earn Airbnb Superhost status through a combination of exceptional communication, strategic management, and customer-centered services. Show less

Brighton, England, United Kingdom

Qualified as a mortgage broker and worked in a self-employed capacity.▪ Assessing client financial situations: Analysing income, credit history, and debt to determine mortgage affordability.▪ Sourcing mortgage products: Researching and recommending suitable mortgage options from a variety of lenders.▪ Liaising with lenders: Acting as an intermediary between clients and lenders▪ Making applications: Working with clients to complete mortgage applications and ensure all required… Show more Qualified as a mortgage broker and worked in a self-employed capacity.▪ Assessing client financial situations: Analysing income, credit history, and debt to determine mortgage affordability.▪ Sourcing mortgage products: Researching and recommending suitable mortgage options from a variety of lenders.▪ Liaising with lenders: Acting as an intermediary between clients and lenders▪ Making applications: Working with clients to complete mortgage applications and ensure all required documentation is submitted.▪ Providing regulatory guidance: Ensuring clients understand mortgage regulations, terms, and obligations.▪ Tracking mortgage approval: Monitoring the progress of mortgage applications and addressing any issues that arise during underwriting.▪ Offering financial advice: Advising clients on the impact of mortgage terms on their long-term financial planning. Show less

Brighton And Hove, England, United Kingdom

Variety of interim roles/projects:+ Acting Head of Communications at Baker Gladstone & York designing and leading a program to revitalise their brand+ Designed and built website for property development www.ashfordyard.com+ Consulted for boutique tech recruitment business Fullstream, developing a value proposition and pitches for subsequent clients Cap Gemini and Finastra+ Worked with Graduate and MBA recruitment marketing agency start-ups, developing value propositions and… Show more Variety of interim roles/projects:+ Acting Head of Communications at Baker Gladstone & York designing and leading a program to revitalise their brand+ Designed and built website for property development www.ashfordyard.com+ Consulted for boutique tech recruitment business Fullstream, developing a value proposition and pitches for subsequent clients Cap Gemini and Finastra+ Worked with Graduate and MBA recruitment marketing agency start-ups, developing value propositions and sales materials Show less

London, United Kingdom

Developed strategy and ran multi-channel communication programs related to global talent attraction and internal communications, in close partnership with HR leaders, Corp Comm and Brand Teams.Case Study: Credit SuisseLarge business, full time role as Global Head of Employer Brand & VP, Human Resources.Credit Suisse is a leading wealth manager with strong global investment banking and asset management capabilities. The business hired a large volume of high performing graduates… Show more Developed strategy and ran multi-channel communication programs related to global talent attraction and internal communications, in close partnership with HR leaders, Corp Comm and Brand Teams.Case Study: Credit SuisseLarge business, full time role as Global Head of Employer Brand & VP, Human Resources.Credit Suisse is a leading wealth manager with strong global investment banking and asset management capabilities. The business hired a large volume of high performing graduates from top universities around the world to drive their business forward. Competition for this talent is fierce and recruiters were struggling to attract the high-quality graduates that the business was accustomed to.I was hired to position the firm as preferred employer at leading universities by:+ Partnering with research specialists Universum to build a deep understanding of global target audience preferences, values and motivations + Working in close partnership with Corp Comm and Brand Team to develop a comprehensive communications strategy that aligned with company goals and objectives+ Running a competitive tender process and appointing agencies to develop and execute holistic multi region communications campaigns that reflected company culture and values, across print, video, web and events + Leading multi-regional teams to deliver communication campaigns + Managing global budget and ensuring campaigns executed to planThe success of this program resulted in my responsibilities increasing to include Experienced Professional talent attraction and Internal Mobility communications Show less

London, United Kingdom

Variety of projects & interim positions including EMEA Campus Marketing for JPMorgan and Global Campus Marketing for HSBC. Highlight: Producing a series of EMEA region employee webcast Town Halls by regional CEO for Nomura

London, England, United Kingdom

Co-founded digital media communications agency. Grew turnover to £2m and client list to include financial institutions, consumer brands and government departments. Held UK & Ireland licence rights for leading email marketing platform. Highlight: Rebuilt the Bank of England’s public facing website to make it more user friendly

Led digital media service in the EMEA region. Highlight: Rebranded BT’s internal recruiting business in preparation for commercial spin off

London, England, United Kingdom

Interim post with Corporate Communications team. Highlight: running a series of employee Town Hall presentations across European offices for JPMorgan Chairman to communicate the recently announced merger with Chase

London, England, United Kingdom

Developing and leading communications campaigns for a range of clients, notably UBS and JPMorgan. Highlight: Multi-channel multi-region employee communications programmes for UBS focused on Y2k preparation, introduction of the Euro currency and rebrand (from UBS Warburg)

London, England, United Kingdom

Developing and leading communications campaigns for a range of clients, notably IBM, BT and Ford. Highlight: organising a weeklong IBM developer conference at the Disneyland Paris featuring 486 separate speaker sessions and an accompanying exhibition, booking out entire hotels for accommodation and a takeover of the theme park for a private party one evening

Foundation, Psychology

Post Graduate Diploma, Management Studies