Senior Customer Services Advisor in Cheltenham

Full time | Cheltenham Office | Salary £27,000-£30,000 plus bonus and benefits, depending on experience.

Are you ready for a fresh challenge in one of the UK’s most beautiful regions? Bolthole Retreats is an award-winning, independent holiday cottage company specialising in hand-picked properties across the Cotswolds, Herefordshire, Forest of Dean and beyond. We’re proud to work with some of the most beautiful homes in these regions and to create meaningful holiday experiences for guests from across the world. Our business is growing fast, but we’re grounded in what matters: exceptional service, authentic stays, and a personal approach to both our owners and guests.

The role:

• As a Senior Customer Service Advisor, you will be the key point of contact for both guests and owners, delivering an exceptional service experience at every stage of the booking journey.
• You’ll confidently manage enquiries, complaints, and feedback before, during, and after stays, working closely with internal teams and third-party platforms to ensure responses are timely, accurate, and professional.
• Alongside customer-facing responsibilities, you’ll provide vital operational support, including managing booking amendments, maintaining booking control logs, and processing owner statements, helping to ensure smooth and efficient day-to-day operations.

What you’ll be doing:

• Take ownership of guest and owner complaints from initial contact through to resolution independently.
• Investigate issues thoroughly, gathering relevant information from internal systems, suppliers, and colleagues.
• Apply company policies consistently while using sound judgement to reach fair outcomes.
• Handle sensitive or difficult conversations with professionalism, empathy, and confidence.
• Manage escalated complaints and contribute to reducing repeat issues.
• Managing 3rd party booking channel disputes including when compensation is given in error.
• Respond promptly to guest enquiries at all stages of the booking journey (pre-booking, booking, and post-booking) via email, telephone, and third-party platforms.
• Provide clear, helpful, and accurate information about properties, availability, bookings, and services.
• Assist guests with booking amendments, extras, or special requirements as needed.
• Ensure a positive customer experience by resolving queries efficiently and professionally.
• Maintain up-to-date knowledge of company policies, property details, and guest services.
• Accurately log all communications, actions, and outcomes on in-house systems.
• Process booking amendments across all platforms, ensuring accuracy and consistency.
• Manage and own multi-property bookings for events such as weddings etc.
• Support with post-booking administration, including changes to dates, guest details, and extras where required.
• Provide occasional support with booking control processing log processing in line with internal procedures.
• Assist when needed with owner statement processing and respond to related owner queries.
• Maintain clear and detailed records to support reporting, auditing, and future reference.

Ways of Working:

• Work autonomously to manage a high-volume and high-complexity workload, prioritising cases effectively.
• Collaborate with management and colleagues when required, while remaining accountable for your own cases.
• Identify trends in complaints or enquiries and provide feedback to management to support service improvements.
• Support improvements to customer service processes, response times, and internal tools.
• Support ad-hoc projects relating to customer experience, service strategy, and operational excellence.

What We’re Looking For:

• Previous experience in customer service, complaints handling, or dispute resolution (hospitality or travel preferred but not essential).
• Proven ability to manage difficult conversations calmly and professionally.
• Strong written and verbal communication skills.
• Confident decision-maker with good problem-solving skills.
• Ability to work independently and take ownership of cases.
• Strong attention to detail and accurate record keeping.
• Comfortable using multiple IT systems and able to learn in-house systems quickly.
• Able to work under pressure in a fast-paced environment.
• Flexible and resilient, particularly during busy trading periods.
• Friendly and approachable, with excellent listening and interpersonal skills.

What you’ll get in return:

• Salary: £27,000 - £30,000 depending on experience.
• A key role in a successful, independent company with big ambitions.
• Weekend cover: every other Saturday (half-day in low season, full day in high season) with a day off in lieu.
• Office based in a central Cheltenham location with parking.
• Private medical cover for you and your family.
• 30 days holiday (inclusive of bank holidays), increasing after 2 years’ service.
• Birthday day leave.
• Business performance bonus.

You will be joining a dynamic, close-knit team where your skills make a real difference. You’ll be right at the heart of the guest and owner experience, making every interaction memorable from first enquiry to post-stay follow-up. You’ll be the friendly voice and problem-solver our customers rely on, handling questions, feedback, and the occasional challenge with confidence and care.

Job Type: Full-time, Permanent (37.5 hours per week)

Experience required: Customer Complaint Handling: 4 years (preferred)