Customer Success Advisor

Sykes Holiday Cottages Ltd; Penrhos Garnedd; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading holiday letting agency in North Wales is seeking a Customer Success Advisor to provide exceptional service across various communication channels. You will help create remarkable holiday experiences for guests and owners. The ideal candidate should have previous customer service experience and thrive in a collaborative, team-oriented atmosphere. A competitive salary, annual bonuses, and generous benefits are offered.

Benefits

Annual bonus up to 10% of salary

33 days holiday including bank holidays

Birthday off

Paid volunteering days

Employee savings scheme

24/7 mental health support

Qualifications

• Experience in a customer service or customer success role is required.
• Ability to handle conflict effectively under pressure.
• Proficiency in digital communication channels is necessary.

Responsibilities

• Deliver outstanding customer service across multiple channels.
• Resolve guest and owner queries efficiently.
• Assist with booking questions and handle complaints.

Skills

Customer service experience

Conflict resolution

Digital communication proficiency

Excellent communication skills

Detail-oriented and organized

Teamwork

Creating memorable experiences

Job description

Overview

Join the Team Making Holidays Shine in North Wales! This role is based in our Bangor, Gwynedd office.

Salary: Up to £25,000 per annum.

Work Days & Hours: 37.5 hours per week, Monday to Saturday 9:00 am – 5:30 pm (with a day off in the week) plus on call on a rota basis.

Team: Customer Success | Reporting to: Customer Success Manager

About the Role

We’re looking for a Customer Success Advisor to join our Menai Holiday Cottages team, part of Sykes Holiday Cottages. You’ll help guests and owners have amazing holiday experiences across North Wales. You’ll deliver exceptional service across calls, live chat, WhatsApp, social media and more, resolving queries quickly and taking ownership of the customer journey. You’ll also join our on-call rota, supporting urgent guest issues. On-call pay is £50 per night, or £75 per night for calls after 10pm, with potential to earn between £350–£525 extra per week when on-call.

Your 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

About You

We’re looking for someone who:

• ✅ 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

Who Are Menai Holiday Cottages?

"Menai Hols" as it is affectionately known, was established over 35 years ago and is now North Wales’s leading local holiday letting agency. We were a small family-run company and are now one of the leading holiday letting agencies in North Wales. We are part of Sykes Holiday Cottages, which means our owners get the support and marketing of a local and national holiday let agency.

Why You’ll Love Working With Us

We believe in doing right by our people:

• Annual bonus – up to 10% of salary
• 33 days holiday (including bank holidays) + 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.

Apply now and help us create amazing holidays in Wales!