Holiday Rentals: Customer Success Advisor

Sykes Holiday Cottages Ltd; Seahouses, Whitby; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Annual bonus scheme

Generous holiday allowance

Birthday day off

Pension scheme

Job summary

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.

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 platforms

Communication

Attention to detail

Time management

Problem solving

Resilience

Performance targets

Feedback coaching

Tools

CRM systems

Job description

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