At a Glance
- 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.
- Other info: Enjoy training opportunities, mental health support, and discounts on stays.
- Why this job: Create memorable holiday experiences while working in a supportive team environment.
- Qualifications: Previous customer service experience and excellent communication skills required.
The predicted salary is between 20000 - 30000 £ per year.
As a Customer Success Advisor across our Regional Brands in Cornwall, you will deliver exceptional service across all contact channels, efficiently resolving customer queries and taking full ownership of the customer end-to-end journey. By applying in-depth knowledge of company processes, you'll provide proactive solutions and ensure an industry-leading customer experience.
Dedicated to creating memorable experiences and building trust, you'll handle feedback, guide customers through their journey, and support our goal of becoming the UK's leading holiday letting agency. You'll also focus on driving efficiency and supporting teammates to streamline processes and maximise team productivity.
Comprehensive training throughout your role will empower you to deliver exceptional outcomes at every customer touchpoint and ensure customer success.
What You'll Do
- Deliver outstanding customer service across phone, email, chat and digital channels.
- Support customers throughout their journey, from pre-booking queries to post-stay resolutions.
- Resolve customer complaints and escalations promptly, managing cases through to completion within agreed SLAs.
- Proactively identify and resolve customer issues to deliver positive outcomes.
- Build strong customer relationships by providing a personalised, professional service.
- Complete and maintain accurate customer case files and records.
- Work closely with Account Managers and Property Services teams to resolve customer issues.
- Participate in the out-of-hours on-call rota when required.
- Visit local properties when needed to support customer or operational requirements.
- Share feedback and best practices to improve customer experience and operational efficiency.
- Follow company policies, procedures and compliance requirements.
- Demonstrate initiative, sound judgement and a customer-first approach to problem solving.
- Support additional business activities and projects as required.
Live by our four values: One Business One Team, Keep it Simple, Grow & Learn, Sustainable Impact.
Previous experience in a customer service or similar customer-facing role
- Strong conflict resolution and objection-handling skills
- Confident using systems and IT platforms
- Positive, professional and approachable communication style
- Excellent written and verbal communication skills
- Strong attention to detail and accuracy
- Able to think quickly and solve problems effectively
- Well organised with good time management skills
- Resilient, with the ability to stay motivated during busy periods
- Comfortable working to performance targets and open to feedback and coaching
Bonus Points For
- Experience in working with Digital Contact Channels
- Experience in working within the travel sector
- Commercial acumen
This role sits across three well-established Cornish holiday brands, each with its own character, destination and loyal customer base: John Bray Cornish Holidays, Cornish Cottage Holidays and Carbis Bay Holidays.
For nearly 50 years, John Bray Cornish Holidays has been welcoming guests to some of North Cornwall's most beautiful coastal escapes, with a handpicked collection of properties across Rock, Daymer Bay, Polzeath and Port Isaac.
With over 50 years of experience, Cornish Cottage Holidays offers hundreds of unique self-catering properties across Cornwall, from coastal cottages and rural lodges to elegant farmhouses, helping guests discover everything this beautiful county has to offer.
Meanwhile, Carbis Bay Holidays specialises in exceptional holiday homes in and around St Ives and Carbis Bay. Founded in 2000, the brand offers over 200 unique properties, from cliff-top apartments and panoramic sea-view retreats to spacious houses designed for memorable Cornish getaways.
Together, the three brands combine deep local knowledge, distinctive Cornish destinations and a shared passion for creating memorable holidays. All are part of Sykes Holiday Cottages and the wider Forge Holiday Group, bringing together the personal touch of established local brands with the resources and expertise of a national holiday business.
Here, we believe in rewarding our people:
- 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.
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Customer Success Advisor employer: Sykes Holiday Cottages Ltd
Manor Cottages offers a supportive and family-oriented work environment in the picturesque Cotswolds, making it an excellent employer for those passionate about hospitality. With a generous benefits package and opportunities for personal growth within the Sykes Holiday Cottages family, employees can thrive while ensuring guests have memorable experiences. The dynamic nature of the role allows for adaptability and creativity, making every day rewarding.
Contact Details:
Sykes Holiday Cottages Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sykes Holiday Cottages Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sykes Holiday Cottages Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sykes Holiday Cottages Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Sykes Holiday Cottages Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sykes Holiday Cottages Ltd!
How to prepare for a job interview at Sykes Holiday Cottages Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
