Customer Success Advisor

Sykes Holiday Cottages Ltd; Capel-y-graig; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading holiday letting agency is seeking a Customer Success Advisor to join their team in North Wales. This role involves delivering exceptional service across multiple platforms and resolving customer queries. The ideal candidate has previous customer service experience, can manage conflicts, and thrives in a busy environment. Employees enjoy 33 days off, mental health support, and generous discounts.

Benefits

33 days holiday including bank holidays

Birthday off

Two paid volunteering days

Enhanced Maternity and Paternity leave

Generous discounts on stays

24/7 mental health support

Loads of training opportunities

Qualifications

• Previous experience in a customer service or customer success role.
• Can handle conflict and find great solutions under pressure.
• Thrives in a busy, team-focused environment.

Responsibilities

• Deliver outstanding customer service across multiple contact channels.
• Resolve guest and owner queries efficiently and professionally.
• Participate in our on-call rota for out-of-hours support.

Skills

Customer service experience

Conflict resolution

Digital communication confidence

Excellent written communication

Detail-oriented

Teamwork

Job description

We"re looking for a Customer Success Advisor to join our bustling Menai Holiday Cottages team, part of Sykes Holiday Cottages. You"ll be at the heart of helping guests and owners have amazing holiday experiences across beautiful North Wales. You"ll deliver exceptional service across calls, live chat, WhatsApp, social media and more, resolving queries quickly and efficiently while taking full ownership of the customer journey. Every interaction you have helps us build trust, drive satisfaction, and make holidays shine! As part of your role, you"ll also join our on-call rota (based on team schedule), supporting urgent guest issues. You"ll receive an additional £50 per night, or £75 per night if calls come in past 10pm, earning between £350-£525 extra per week when on-call.

Responsibilities

• Deliver outstanding customer service across multiple contact channels
• Resolve guest and owner queries efficiently and professionally
• Assist with booking questions, in-property issues, and post-stay feedback
• Handle and resolve complaints using our case management systems
• Go above and beyond for customers - showing empathy, initiative, and care
• Collaborate with Account Managers and Property Services teams to improve experiences
• Visit local properties occasionally to support quality and service standards
• Participate in our on-call rota for out-of-hours support
• Log all communications accurately and complete case files promptly
• Identify and resolve potential issues early to ensure a seamless journey
• Uphold company values, teamwork, and a positive customer-first mindset

Qualifications

• Has previous experience in a customer service or customer success role
• Can handle conflict and find great solutions under pressure
• Is confident across digital communication channels
• Has excellent written and verbal communication skills
• Is detail-oriented, organised, and proactive
• Thrives in a busy, team-focused environment
• Loves creating memorable experiences for customers
• Bonus points if you have:
  • Experience in the travel, tourism, or hospitality sector
  • Familiarity with digital customer support systems
  • Commercial awareness and a good understanding of customer needs

About Menai Holiday Cottages

"Menai Hols" as it’s affectionately known by those who work here, was established over 35 years ago and is now North Wales's leading local holiday letting agency. From humble beginnings as a small family-run company to being one of the leading holiday letting agencies in North Wales, our success relies upon standing by our founding principles. Working closely with property owners and customers, who remain at the heart of our business. We are part of Sykes Holiday Cottages. This means our owners get both the support and marketing of a local and national holiday let agency.

Why You'll Love Working With Us

• 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 - committed to 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 + health cash plan
• Loads of training & development opportunities
• Long service awards

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.