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- Tasks: Deliver exceptional customer service and resolve queries for holiday guests and owners.
- Company: Join Menai Holiday Cottages, North Wales's leading holiday letting agency.
- Benefits: Up to £25,000 salary, 33 days holiday, birthday off, and annual bonus.
- Why this job: Create memorable holiday experiences while working in a supportive team environment.
- Qualifications: Previous customer service experience and excellent communication skills required.
- Other info: Enjoy training opportunities, mental health support, and discounts on stays.
The predicted salary is between 20000 - 30000 £ per year.
⭐ Join our dream team at Dream Cottages and Lyme Bay Holidays – Creating special memories⭐
Salary: Up to £25,000 per annum.
Work Days & Hours: 37.5 hours per week / Monday to Saturday 9am-5.30pm (with a day off in the week) plus on call on a rota basis.
Working Location: Working across our Dream Cottages (Weymouth) and Lyme Bay Holidays (Lyme Regis) offices.
Team: Customer Success
Reporting to: Customer Success Manager
About the Role
We’re looking for a Customer Success Advisor to join our friendly team. You’ll be the voice of Dream Cottages and Lyme Bay Holidays across multiple channels, including phone, live chat, WhatsApp, SMS, social media and email, resolving queries efficiently and ensuring every customer enjoys an exceptional experience.
You’ll guide guests through their end-to-end journey, manage feedback and complaints with professionalism, and help us deliver industry-leading service standards. You’ll also support internal teams to drive efficiency, improve processes and maintain our high levels of customer satisfaction (CSAT and NPS).
As part of the on-call rota, you’ll have the opportunity to earn £350-£525 extra per week, handling urgent guest issues outside standard office hours. On-call payments include £50 per night, increasing to £75 per night for calls received after 10pm.
What You’ll Do
- Deliver exceptional customer service across phone, live chat, email and digital channels
- Resolve booking queries, in-property issues and post-stay concerns
- Manage complaints from start to finish, ensuring fair and timely outcomes
- Take part in the on-call rota, supporting urgent guest issues out of hours
- Complete case files accurately and within agreed SLAs
- Work collaboratively with Account Managers and Property Services to resolve issues
- Carry out occasional property visits where required
- Provide feedback and ideas to improve processes and enhance customer satisfaction
- Demonstrate proactive problem-solving and take full ownership of the customer journey
What You’ll Bring
We’re a team that values collaboration, ownership, honesty, and continuous growth. You’ll thrive with us if you have:
Essential:
- ✅ A full clean UK Driving License
- ✅ Previous experience in a customer service role
- ✅ Strong conflict resolution and objection-handling skills
- ✅ Excellent written and verbal communication
- ✅ A polite, positive and professional approach
- ✅ High attention to detail and quick problem-solving skills
- ✅ Strong organisation and time management
- ✅ Resilience during busy periods
- ✅ Understanding of performance targets and openness to coaching
It’s a Bonus If You Have:
- Experience with digital contact channels
- Background in the travel industry
- Commercial awareness
Who Are We?
Dream Cottages
Dream Cottages are Dorset’s leading holiday cottage provider, managing over 500 stunning coastal and countryside properties. As part of Sykes Holiday Cottages, we help guests make unforgettable memories while supporting owners with expert local and national marketing. We love creating amazing holidays, supporting our team, and making a positive impact on people and the planet.
Lyme Bay Holidays
Lyme Bay Holidays, part of Sykes Holiday Cottages, has been creating memorable holidays along the stunning World Heritage Coast for over 40 years. From Lyme Regis to the rolling hills of Devon, we manage a diverse mix of holiday homes, all backed by the personal, friendly service our guests know and love.
We’re passionate about delivering exceptional holiday experiences, supporting our team, and making a positive impact on our local community and environment.
Why You’ll Love Working With Us
- Performance bonus – up to 5% of salary
- 33 days holiday (including bank hols) + extra days with long service
- Your birthday off just because!
- Two paid volunteering days each year
- Proud to be a BCorp – we care about people & planet
- Enhanced Maternity & Paternity leave (24 weeks maternity, 3 weeks paternity at 100% pay)
- Generous discounts on stays for you, family & friends
- Employee savings scheme
- 24/7 mental health support and health cash plan
- Loads of training & development opportunities
We’re all about diversity, inclusion, and bringing your authentic self to work. Need adjustments for the recruitment process? Just ask, our team is happy to help.
Apply now and become an essential part of our team, helping make every guest arrival seamless and memorable!
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Customer Success Advisor employer: Sykes Holiday Cottages Ltd
Contact Detail:
Sykes Holiday Cottages Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Advisor
✨Tip Number 1
Get to know the company inside out! Research Menai Holiday Cottages and Sykes Holiday Cottages. Understand their values, mission, and what makes them tick. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers across various channels, it’s crucial to be confident and articulate. Try role-playing scenarios with friends or family to get comfortable handling different types of customer queries.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you turned a negative situation into a positive one. Be ready to share these stories during interviews to demonstrate how you can go above and beyond for customers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen on joining the Menai Holiday Cottages team. Let’s make those holidays shine together!
We think you need these skills to ace Customer Success Advisor
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your previous experience in customer service or customer success roles. We want to see how you've handled queries and resolved issues, so share specific examples that showcase your skills!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of what you want to say. Remember, we’re looking for excellent written communication skills!
Tailor Your Application: Don’t just send a generic application! Tailor your responses to reflect our values and the specifics of the Customer Success Advisor role. Show us why you’re the perfect fit for Menai Holiday Cottages and how you can help make holidays shine!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Sykes Holiday Cottages Ltd
✨Know the Company Inside Out
Before your interview, take some time to research Menai Holiday Cottages and Sykes Holiday Cottages. Understand their values, mission, and what makes them unique in the holiday letting industry. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare specific examples from your previous experience that highlight your customer service skills. Think about times when you resolved conflicts or went above and beyond for a customer. This is crucial for a Customer Success Advisor role, so be ready to demonstrate how you can create memorable experiences for guests.
✨Practice Digital Communication
Since the role involves various digital communication channels, practice your written and verbal communication skills. You might be asked to respond to a mock customer query during the interview, so being clear, concise, and friendly is key. Show that you can handle different platforms with ease!
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you would handle specific situations, like dealing with an unhappy guest or managing multiple queries at once. Think through your approach to these scenarios beforehand, focusing on empathy, initiative, and problem-solving skills. This will help you stand out as a proactive candidate.