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Customer Success Advisor
| Dyddiad hysbysebu: | 11 Mawrth 2025 |
|---|---|
| Cyflog: | £25,000 bob blwyddyn, pro rata |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 10 Ebrill 2025 |
| Lleoliad: | Lyme Regis, Dorset |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Sykes Holiday Cottages Ltd |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | AM1261491LymCS |
Crynodeb
Lyme Bay Holidays & Dream Cottages, part of Sykes Holiday Cottages are excited to be looking for a new Customer Success Advisor to work across both of their offices in a dual role.
Salary: Up to £25,000 per annum
Work Days & Hours: 37.5 hours, working 5 days out of 7 including Saturdays.
Working Location: Office Based across Lyme Regis and Weymouth
Team: Customer Success
About Us Lyme Bay Holidays & Dream Cottages
Lyme Bay Holidays are a large, friendly, local agency established for over 40 years. Specialising in the area surrounding Lyme Regis on the Dorset and Devon border we cover much of the World Heritage Coast. This includes a mix of stunning countryside, attractive market towns and villages. As part of the Sykes Holiday Cottages Family, Lyme Bay Holidays is committed to creating lasting holiday memories with a positive social and environmental impact. Our impact on people and the planet is as important to us as shareholder profit.
Dream Cottages are Dorset’s leading holiday cottage provider. With an offering of over 500 self-catering Dorset cottages, from coastal retreats to country hideaways, we believe that each and every one of our guests should be given the opportunity to experience the Southwest in all of its glory. At Dream Cottages, we are part of Sykes Holiday Cottages. This means our owners get both the support and marketing of a local and national holiday let agency.
About the Role
As a Customer Success Advisor, you will deliver exceptional service across all contact channels, 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:
Complete and address all case files in a timely manner
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
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
Salary: Up to £25,000 per annum
Work Days & Hours: 37.5 hours, working 5 days out of 7 including Saturdays.
Working Location: Office Based across Lyme Regis and Weymouth
Team: Customer Success
About Us Lyme Bay Holidays & Dream Cottages
Lyme Bay Holidays are a large, friendly, local agency established for over 40 years. Specialising in the area surrounding Lyme Regis on the Dorset and Devon border we cover much of the World Heritage Coast. This includes a mix of stunning countryside, attractive market towns and villages. As part of the Sykes Holiday Cottages Family, Lyme Bay Holidays is committed to creating lasting holiday memories with a positive social and environmental impact. Our impact on people and the planet is as important to us as shareholder profit.
Dream Cottages are Dorset’s leading holiday cottage provider. With an offering of over 500 self-catering Dorset cottages, from coastal retreats to country hideaways, we believe that each and every one of our guests should be given the opportunity to experience the Southwest in all of its glory. At Dream Cottages, we are part of Sykes Holiday Cottages. This means our owners get both the support and marketing of a local and national holiday let agency.
About the Role
As a Customer Success Advisor, you will deliver exceptional service across all contact channels, 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:
Complete and address all case files in a timely manner
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
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
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