Customer Success Advisor

Sykes Holiday Cottages Ltd; Salcombe; On-site; GBP 21,000 - 25,000; Full time

Job summary

A holiday letting agency seeks a Customer Success Advisor to ensure exceptional service through various channels. Key responsibilities include resolving customer queries and managing feedback. The ideal candidate has strong communication and conflict resolution skills, alongside a full clean UK Driving License. This role offers a base salary of up to £25,000 with additional bonus opportunities for on-call duties, alongside generous holiday and benefits packages.

Benefits

37.5 hours per week

33 days holiday including bank holidays

Birthday off

Paid volunteering days

Generous discounts on stays

24/7 mental health support

Qualifications

• Experience in a customer service role is essential.
• Strong conflict resolution and objection-handling skills required.
• Excellent written and verbal communication is necessary.

Responsibilities

• Deliver exceptional customer service across various channels.
• Resolve booking queries and manage complaints effectively.
• Participate in the on-call rota and handle urgent issues.

Skills

Customer service experience

Conflict resolution

Communication skills

Attention to detail

Problem-solving

Education

Full clean UK Driving License

Job description

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

We're a team that values collaboration, ownership, honesty, and continuous growth. You'll thrive with us if you have

• 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, Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people. For more details please go to .

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

At Coast and Country Cottages & Sykes, we believe in doing right by our people

• 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, 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