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Customer Success Advisor
| Posting date: | 11 March 2025 |
|---|---|
| Salary: | £25,000 per year, pro rata |
| Hours: | Full time |
| Closing date: | 10 April 2025 |
| Location: | Seahouses, Northumberland |
| Remote working: | On-site only |
| Company: | Sykes Holiday Cottages Ltd |
| Job type: | Permanent |
| Job reference: | AM1262162SeaCS |
Summary
Northumbria Coast and Country Cottages part of Sykes Holiday Cottages, have the exciting opportunity a new Customer Success Advisor to join our Seahouses team.
Salary: Up to £25,000 per annum
Work Days & Hours: 37.5 hours, 5 days out of 7, plus on call on a rota basis covering evenings and weekends.
Working Location: Office Based at our office in Seahouses
Team: Customer Success
Reporting to: Customer Success Manager
About Us
Established in 1981, Northumbria Coast & Country Cottages have over 40 years' experience of offering a superb selection of over 500 personally inspected holiday cottages together with a friendly and professional service. A truly fantastic formula for creating wonderful and memorable holidays. As part of Sykes Holiday Cottages, Northumbria Coast & Country Cottages is committed to creating lasting holiday memories with a positive social and environmental impact.
About the Role
As a Customer Success Advisor, you will deliver exceptional service across all contact channels (Calls, Live Chat, WhatsApp, SMS, social media, Enterprise, Outlook and any other channels released by the business), efficiently resolving customer queries and taking full ownership of the customer end-to-end journey, driving our core metrics of CSAT and NPS. By applying in-depth knowledge of company processes, you’ll provide proactive solutions and ensure an industry-leading customer experience.
Dedicated to creating memorable experiences and building trust, you’ll handle feedback, guide customers through their journey, and support our goal of becoming the UK’s leading holiday letting agency. You’ll also focus on driving efficiency and supporting teammates to streamline processes and maximise team productivity.
Alongside your daily duties, based on team rota and requirements, this role will give the opportunity to earn between £350-£525 extra per week as part of our on call team. Covering our on call phone lines used for escalation issues with our guests on a rota basis, you may be requested to cover the on-call phone, receiving urgent guest issues. In return you will receive an additional payment of £50 per night, or £75 per night if calls come in past 10pm.
Your Responsibilities
As Customer Success Advisor, you will be responsible for the following areas of accountability:
Resolving queries from customers using our online platforms
Assisting customers with questions about upcoming bookings
Supporting guests with in-property issues and post stay resolutions
Managing complaints and ensuring prompt resolutions, supported by the implementation of the upcoming complaints portal
Engaging proactively to build loyalty and trust
Out of Hours rota to support on call rota when needed
Property visits – based on location. Locally located properties that will need a check on request or otherwise
Complete and address all case files in a timely manner
Work closely with Account managers and Property Services teams
Deliver exceptional service cross-channel and resolve queries quickly and professionally
Investigate concerns in full and provide commercially sensible solutions, ensuring all internal and external records and communications are completed accurately
Go above and beyond for our customers, always demonstrating Unreasonable Hospitality
Identify, investigate and address potential issues early to minimise impacts
Handle customer concerns end-to-end, logging all complaints through case files, resolving and completing within SLAs through case file management and escalating urgent matters as needed, to ensure swift resolution and customer satisfaction
Provide regular feedback to enhance customer satisfaction and streamline operational processes.
Share best practice to enhance service quality and efficiency across our teams
Be a role model for company values, promoting teamwork and embedding them in daily operations.
Align actions with the company’s strategic pillars and foster positive internal and external relationships
Follow company procedures consistently, ensuring compliance with guidelines while delivering quality service
Go above and beyond for our customers in the spirit of the role, demonstrating out of the box thinking and being empowered to make decisions that enhance our service
Skills and Qualifications
By Being One Team, Owning it, Communicating Honestly and showcasing a devotion to Learning, Growing and Innovating, we remain true to our original ethos and ensure we stay true to our Customers, Owners and Colleagues alike.
All we ask if you have the following:
Previous experience in a similar Customer Service position
Conflict resolution and objection handling
IT literate with strong written and verbal communication
Positive and polite manner in all customer situations
Great attention to detail, a quick thinker and problem solver
Organised and strong time management ability
Resilient and able to stay motivated and engaged during busy periods
Understanding of performance targets and willingness to receive coaching
Although standouts will also have:
Experience in working with Digital Contact Channels
Experience in working within the travel sector
Commercial acumen
Sykes Cottages Company Benefits:
33 days annual leave (including bank holidays), plus an extra day off to celebrate your birthday.
Access to our annual STIP (annual company-wide bonus) scheme with an additional 10% of your salary
Two additional paid volunteering days per year
An enhanced maternity and paternity policy
Opportunities for career progression, personal development and opportunities to be recognised
Inclusive and supportive work environment with wellbeing initiatives and access to 24/7 mental health support
Comprehensive training and development opportunities
Salary: Up to £25,000 per annum
Work Days & Hours: 37.5 hours, 5 days out of 7, plus on call on a rota basis covering evenings and weekends.
Working Location: Office Based at our office in Seahouses
Team: Customer Success
Reporting to: Customer Success Manager
About Us
Established in 1981, Northumbria Coast & Country Cottages have over 40 years' experience of offering a superb selection of over 500 personally inspected holiday cottages together with a friendly and professional service. A truly fantastic formula for creating wonderful and memorable holidays. As part of Sykes Holiday Cottages, Northumbria Coast & Country Cottages is committed to creating lasting holiday memories with a positive social and environmental impact.
About the Role
As a Customer Success Advisor, you will deliver exceptional service across all contact channels (Calls, Live Chat, WhatsApp, SMS, social media, Enterprise, Outlook and any other channels released by the business), efficiently resolving customer queries and taking full ownership of the customer end-to-end journey, driving our core metrics of CSAT and NPS. By applying in-depth knowledge of company processes, you’ll provide proactive solutions and ensure an industry-leading customer experience.
Dedicated to creating memorable experiences and building trust, you’ll handle feedback, guide customers through their journey, and support our goal of becoming the UK’s leading holiday letting agency. You’ll also focus on driving efficiency and supporting teammates to streamline processes and maximise team productivity.
Alongside your daily duties, based on team rota and requirements, this role will give the opportunity to earn between £350-£525 extra per week as part of our on call team. Covering our on call phone lines used for escalation issues with our guests on a rota basis, you may be requested to cover the on-call phone, receiving urgent guest issues. In return you will receive an additional payment of £50 per night, or £75 per night if calls come in past 10pm.
Your Responsibilities
As Customer Success Advisor, you will be responsible for the following areas of accountability:
Resolving queries from customers using our online platforms
Assisting customers with questions about upcoming bookings
Supporting guests with in-property issues and post stay resolutions
Managing complaints and ensuring prompt resolutions, supported by the implementation of the upcoming complaints portal
Engaging proactively to build loyalty and trust
Out of Hours rota to support on call rota when needed
Property visits – based on location. Locally located properties that will need a check on request or otherwise
Complete and address all case files in a timely manner
Work closely with Account managers and Property Services teams
Deliver exceptional service cross-channel and resolve queries quickly and professionally
Investigate concerns in full and provide commercially sensible solutions, ensuring all internal and external records and communications are completed accurately
Go above and beyond for our customers, always demonstrating Unreasonable Hospitality
Identify, investigate and address potential issues early to minimise impacts
Handle customer concerns end-to-end, logging all complaints through case files, resolving and completing within SLAs through case file management and escalating urgent matters as needed, to ensure swift resolution and customer satisfaction
Provide regular feedback to enhance customer satisfaction and streamline operational processes.
Share best practice to enhance service quality and efficiency across our teams
Be a role model for company values, promoting teamwork and embedding them in daily operations.
Align actions with the company’s strategic pillars and foster positive internal and external relationships
Follow company procedures consistently, ensuring compliance with guidelines while delivering quality service
Go above and beyond for our customers in the spirit of the role, demonstrating out of the box thinking and being empowered to make decisions that enhance our service
Skills and Qualifications
By Being One Team, Owning it, Communicating Honestly and showcasing a devotion to Learning, Growing and Innovating, we remain true to our original ethos and ensure we stay true to our Customers, Owners and Colleagues alike.
All we ask if you have the following:
Previous experience in a similar Customer Service position
Conflict resolution and objection handling
IT literate with strong written and verbal communication
Positive and polite manner in all customer situations
Great attention to detail, a quick thinker and problem solver
Organised and strong time management ability
Resilient and able to stay motivated and engaged during busy periods
Understanding of performance targets and willingness to receive coaching
Although standouts will also have:
Experience in working with Digital Contact Channels
Experience in working within the travel sector
Commercial acumen
Sykes Cottages Company Benefits:
33 days annual leave (including bank holidays), plus an extra day off to celebrate your birthday.
Access to our annual STIP (annual company-wide bonus) scheme with an additional 10% of your salary
Two additional paid volunteering days per year
An enhanced maternity and paternity policy
Opportunities for career progression, personal development and opportunities to be recognised
Inclusive and supportive work environment with wellbeing initiatives and access to 24/7 mental health support
Comprehensive training and development opportunities
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.