Customer Success Advisor — Holiday Rentals (Bonus & Pension)

Sykes Holiday Cottages Ltd; Splatt; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Annual bonus

Generous holiday

Birthday day off

Pension scheme

Health plan

Training

Mental health support

Job summary

Sykes Holiday Cottages Ltd. is seeking an Customer Success Advisor to deliver outstanding service across Cornwall brands, resolving queries and owning the end-to-end journey. You’ll work with Account Managers and Property Services to ensure a seamless customer experience.

Role involves handling pre-booking queries through post-stay resolutions, with a focus on proactive problem solving, feedback sharing and maintaining accurate case records. Training will empower you across all touchpoints.

Qualifications

• Previous experience in a customer service or similar role.
• Strong conflict resolution and objection-handling skills.
• Confident using systems and IT platforms.
• 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.
• 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 excellence

Communication skills

Problem solving

IT systems proficiency

Job description

Sykes Holiday Cottages Ltd. is seeking an Customer Success Advisor to deliver outstanding service across Cornwall brands, resolving queries and owning the end-to-end journey. You’ll work with Account Managers and Property Services to ensure a seamless customer experience.

Role involves handling pre-booking queries through post-stay resolutions, with a focus on proactive problem solving, feedback sharing and maintaining accurate case records. Training will empower you across all touchpoints.