Customer Success Advisor

Sykes Holiday Cottages Ltd; North Devon; On-site; GBP 25,000; Full time

Job summary

A leading holiday letting agency is looking for a Customer Success Advisor to ensure exceptional customer experiences across various channels. You'll address booking issues, manage complaints, and help maintain high customer satisfaction. This position includes a structured on-call rota with potential additional earnings. Applicants should possess a full clean UK driving license and previous customer service experience. Attractive benefits include performance bonuses, extensive training, and generous holiday allowance.

Benefits

Performance bonus up to 5% of salary

33 days holiday plus extra with long service

Birthday off

Paid volunteering days

Enhanced maternity and paternity leave

Discounts on stays

Employee savings scheme

24/7 mental health support

Qualifications

• Full clean UK Driving License is essential.
• Past experience in customer service is required.
• Strong conflict resolution skills are necessary.

Responsibilities

• Deliver exceptional customer service across various channels.
• Resolve booking queries and customer complaints.
• Manage on-call support for urgent guest issues.

Skills

Conflict resolution

Written communication

Customer service experience

Problem-solving

Organizational skills

Job description

Join the Coast and Country Cottages team - Creating special memories in Devon

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 Salcombe & Dartmouth office.

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 Coast and Country Cottages 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

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

Bonus If You Have

• Experience with digital contact channels
• Background in the travel industry
• Commercial awareness

Who Are Coast and Country Cottages?

Coast & Country Cottages is a holiday letting agency, marketing and managing over 450 holiday homes across the stunning South Devon coast and countryside. Whether you’re looking to stay in the harbour towns of Salcombe or Dartmouth, in the fishing villages of Hope Cove and Thurlestone, or on the breath‑taking Start Bay coastline, we have a range of South Devon holiday homes to suit your requirements.

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 Coast and Country Cottages, helping make every guest arrival seamless and memorable!