Customer Success Advisor - Elevate Guest Experiences

Sykes Holiday Cottages Ltd; Weymouth; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Annual bonus scheme

Generous holiday allowance

Birthday day off

Pension scheme

Health cash plan

Training & development opportunities

24/7 mental health support

Job summary

Dream Cottages, part of Sykes Holiday Cottages, is seeking a Customer Success Advisor in the UK. You will deliver outstanding service across phone, email, chat and digital channels, resolving queries and owning the customer journey from pre-booking to post-stay resolutions.

You will link with Account Managers and Property Services to ensure smooth outcomes. You will participate in on-call rotations, visit local properties when required, and help drive efficiency while upholding brand standards

Qualifications

• Experience in a customer service or 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

Conflict resolution

Objection handling

Systems proficiency

IT platforms

Clear communication

Written communication

Verbal communication

Attention to detail

Problem solving

Time management

Organisational skills

Resilience

Target-driven

Tools

IT systems

Job description

Dream Cottages, part of Sykes Holiday Cottages, is seeking a Customer Success Advisor in the UK. You will deliver outstanding service across phone, email, chat and digital channels, resolving queries and owning the customer journey from pre-booking to post-stay resolutions.

You will link with Account Managers and Property Services to ensure smooth outcomes. You will participate in on-call rotations, visit local properties when required, and help drive efficiency while upholding brand standards