Customer Success Pro | Holiday Lettings + Annual Bonus

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

Benefits offered by this job

Annual bonus scheme

Generous holiday allowance

Birthday day off

Pension scheme

Health cash plan

Life assurance

Training & development

Job summary

Lyme Bay Holidays, part of Sykes Holiday Cottages, is seeking a Customer Success Advisor in Lyme Regis. You’ll deliver top-tier support across phone, email, chat and other channels, guiding customers through their journey and resolving queries from pre-booking to post-stay.

You’ll build relationships, ensure accurate records, and collaborate with Account Managers and Property Services to enhance customer experience and efficiency.

Qualifications

• Experience in customer service or similar 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 proficiency

Communication skills

Time management

Attention to detail

Tools

CRM software

Job description

Lyme Bay Holidays, part of Sykes Holiday Cottages, is seeking a Customer Success Advisor in Lyme Regis. You’ll deliver top-tier support across phone, email, chat and other channels, guiding customers through their journey and resolving queries from pre-booking to post-stay.

You’ll build relationships, ensure accurate records, and collaborate with Account Managers and Property Services to enhance customer experience and efficiency.