Customer Success Advisor – Cornwall Holidays

Sykes Cottages; Wadebridge; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Annual bonus

Pension scheme

Health plan

Discounted stays

Training & development

Mental health support

Volunteer days

Job summary

Sykes Cottages is hiring a Customer Success Advisor to join our Cornwall regional brands (John Bray Cornish Holidays, Cornish Cottage Holidays, Carbis Bay Holidays). You will deliver outstanding service across phone, email, chat and other channels, guiding customers from pre-booking through post-stay resolutions.

The role includes visiting local properties and supporting teams to enhance customer experience.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Conflict resolution

IT systems

Communication

Attention to detail

Time management

Problem solving

Organisation

Job description

Sykes Cottages is hiring a Customer Success Advisor to join our Cornwall regional brands (John Bray Cornish Holidays, Cornish Cottage Holidays, Carbis Bay Holidays). You will deliver outstanding service across phone, email, chat and other channels, guiding customers from pre-booking through post-stay resolutions.

The role includes visiting local properties and supporting teams to enhance customer experience.