Customer Success Advisor

Sykes Holiday Cottages Ltd; Seahouses, Whitby; Sur place; GBP 21 000 - 27 000; Plein temps

Avantages offerts par ce poste

Annual bonus scheme

Generous holiday allowance

Birthday day off

Pension scheme

Résumé du poste

Northumbria Coast & Country Cottages is hiring a Customer Success Advisor to deliver outstanding service across our Northumbria Coast & Country Cottages and Yorkshire Coastal Cottages brands. You'll handle inquiries across phone, email, chat, and other channels, resolve issues, and own the end-to-end customer journey.

Based at Seahouses with regular travel to Whitby, you will join a friendly team, learn company processes, and help drive efficient service, hitting SLAs while maintaining a

Qualifications

• Experience in customer service or similar role.
• Strong conflict resolution and objection-handling skills.
• Confident using systems and IT platforms.
• Excellent written and verbal communication skills.

Responsabilités

• 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.

Connaissances

Customer service

Conflict resolution

IT platforms

Communication

Attention to detail

Time management

Problem solving

Resilience

Performance targets

Feedback coaching

Outils

CRM systems

Description du poste

Come Join OurFantasticTeam Delivering the Best Holidays across Two Fantastic Brands

Working Hours: 37.5 hours per week

Working Pattern:Monday, Tuesday, Wednesday, Friday 9am-5.30pm, and Saturday 9am to 5pm.

Location:Seahouses, Northumberland with ad hoc travel to Whitby when required.

About the Role:

As our latestCustomer Success Advisor, you will deliver exceptional service acrossall both our Northumbria Coast & Country Cottages and Yorkshire Coastal Cottagesbrands.

You will be responsible for coveringcontact 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’llprovide proactive solutions and ensure an industry-leading customer experience.

Dedicated to creating memorable experiences and building trust,you’llhandle feedback, guide customers through their journey, and support our goal of becoming the UK’s leading holiday letting agency.You’llalso 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.

Due to the dual responsibility of the role, whilst candidates will be based at our Northumbria Coast and Country Cottages brand, the role will require regular travel quarterly to our Yorkshire Coastal Cottages Brand in Whitby. Travel will be expected to be same day / overnight with fuel expensed or company vehicle provided.

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.

What You’ll Bring

• 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

WhoAreNorthumbria Coast & Country Cottages?

Established in 1981, Northumbria Coast & Country Cottages have over 40 years' experience of offering a superb selection of over 500 personally inspected holiday cottages together with a friendly and professional service.A truly fantasticformula for creating wonderful and memorable holidays. As part of Sykes Holiday Cottages, Northumbria Coast & Country Cottages is committed to creating lasting holiday memories with a positive social and environmental impact.

Why You’ll Love Working With Us

• Annual bonus schemelinked 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.
• 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.