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Customer Success Advisor
| Posting date: | 28 October 2025 |
|---|---|
| Salary: | £25,000.00 per year |
| Additional salary information: | Up to £25,000 per annum |
| Hours: | Full time |
| Closing date: | 25 November 2025 |
| Location: | Gwynedd, LL57 4BN |
| Company: | Sykes Holiday Cottages Ltd |
| Job type: | Permanent |
| Job reference: | ORG5842-AM1423093BanCSA |
Summary
Join the Team Making Holidays Shine in North Wales!
Salary: Up to £25,000 per annum.
Work Days & Hours: 37.5 hours per week / Monday to Saturday 9am-5.30pm (with a day off in the week) plus on call on a rota basis.
Location: Office-based at our welcoming Bangor, Gwynedd office
Team: Customer Success
Reporting to: Customer Success Manager
About the Role
We’re looking for a Customer Success Advisor to join our bustling Menai Holiday Cottages team, part of Sykes Holiday Cottages. You’ll be at the heart of helping guests and owners have amazing holiday experiences across beautiful North Wales.
You’ll deliver exceptional service across calls, live chat, WhatsApp, social media and more, resolving queries quickly and efficiently while taking full ownership of the customer journey. Every interaction you have helps us build trust, drive satisfaction, and make holidays shine!
As part of your role, you’ll also join our on-call rota (based on team schedule), supporting urgent guest issues. You’ll receive an additional £50 per night, or £75 per night if calls come in past 10pm, earning between £350-£525 extra per week when on-call.
Your Responsibilities
As Customer Success Advisor, you will be responsible for the following areas of accountability:
Deliver outstanding customer service across multiple contact channels
Resolve guest and owner queries efficiently and professionally
Assist with booking questions, in-property issues, and post-stay feedback
Handle and resolve complaints using our case management systems
Go above and beyond for customers — showing empathy, initiative, and care
Collaborate with Account Managers and Property Services teams to improve experiences
Visit local properties occasionally to support quality and service standards
Participate in our on-call rota for out-of-hours support
Log all communications accurately and complete case files promptly
Identify and resolve potential issues early to ensure a seamless journey
Uphold company values, teamwork, and a positive customer-first mindset
About You
We’re looking for someone who:
✅ Has previous experience in a customer service or customer success role
✅ Can handle conflict and find great solutions under pressure
✅ Is confident across digital communication channels
✅ Has excellent written and verbal communication skills
✅ Is detail-oriented, organised, and proactive
✅ Thrives in a busy, team-focused environment
✅ Loves creating memorable experiences for customers
Bonus points if you have:
⭐ Experience in the travel, tourism, or hospitality sector
⭐ Familiarity with digital customer support systems
⭐ Commercial awareness and a good understanding of customer needs
Who Are Menai Holiday Cottages?
'Menai Hols' as it's affectionately known by those who work here, was established over 35 years ago and is now North Wales’s leading local holiday letting agency. From humble beginnings as a small family-run company to being one of the leading holiday letting agencies in North Wales, our success relies upon standing by our founding principles. Working closely with property owners and customers, who remain at the heart of our business. 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.
Why You’ll Love Working With Us
At Menai Holiday Cottages & Sykes, we believe in doing right by our people:
Annual bonus – up to 10% of salary
33 days holiday (including bank hols) + extra days with long service
Your birthday off, just because!
Two paid volunteering days each year
Proud to be a BCorp – committed to people & planet
Enhanced Maternity & Paternity leave (24 weeks maternity, 3 weeks paternity at 100% pay)
Generous discounts on stays for you, family & friends
Employee savings scheme
24/7 mental health support + health cash plan
Loads of training & development opportunities
⭐ Long service awards
We’re passionate about diversity, inclusion and welcoming people from all backgrounds. Need adjustments during the recruitment process? Just let us know, we’ll be happy to help.
Apply now and help us create amazing holidays in Wales!
Salary: Up to £25,000 per annum.
Work Days & Hours: 37.5 hours per week / Monday to Saturday 9am-5.30pm (with a day off in the week) plus on call on a rota basis.
Location: Office-based at our welcoming Bangor, Gwynedd office
Team: Customer Success
Reporting to: Customer Success Manager
About the Role
We’re looking for a Customer Success Advisor to join our bustling Menai Holiday Cottages team, part of Sykes Holiday Cottages. You’ll be at the heart of helping guests and owners have amazing holiday experiences across beautiful North Wales.
You’ll deliver exceptional service across calls, live chat, WhatsApp, social media and more, resolving queries quickly and efficiently while taking full ownership of the customer journey. Every interaction you have helps us build trust, drive satisfaction, and make holidays shine!
As part of your role, you’ll also join our on-call rota (based on team schedule), supporting urgent guest issues. You’ll receive an additional £50 per night, or £75 per night if calls come in past 10pm, earning between £350-£525 extra per week when on-call.
Your Responsibilities
As Customer Success Advisor, you will be responsible for the following areas of accountability:
Deliver outstanding customer service across multiple contact channels
Resolve guest and owner queries efficiently and professionally
Assist with booking questions, in-property issues, and post-stay feedback
Handle and resolve complaints using our case management systems
Go above and beyond for customers — showing empathy, initiative, and care
Collaborate with Account Managers and Property Services teams to improve experiences
Visit local properties occasionally to support quality and service standards
Participate in our on-call rota for out-of-hours support
Log all communications accurately and complete case files promptly
Identify and resolve potential issues early to ensure a seamless journey
Uphold company values, teamwork, and a positive customer-first mindset
About You
We’re looking for someone who:
✅ Has previous experience in a customer service or customer success role
✅ Can handle conflict and find great solutions under pressure
✅ Is confident across digital communication channels
✅ Has excellent written and verbal communication skills
✅ Is detail-oriented, organised, and proactive
✅ Thrives in a busy, team-focused environment
✅ Loves creating memorable experiences for customers
Bonus points if you have:
⭐ Experience in the travel, tourism, or hospitality sector
⭐ Familiarity with digital customer support systems
⭐ Commercial awareness and a good understanding of customer needs
Who Are Menai Holiday Cottages?
'Menai Hols' as it's affectionately known by those who work here, was established over 35 years ago and is now North Wales’s leading local holiday letting agency. From humble beginnings as a small family-run company to being one of the leading holiday letting agencies in North Wales, our success relies upon standing by our founding principles. Working closely with property owners and customers, who remain at the heart of our business. 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.
Why You’ll Love Working With Us
At Menai Holiday Cottages & Sykes, we believe in doing right by our people:
Annual bonus – up to 10% of salary
33 days holiday (including bank hols) + extra days with long service
Your birthday off, just because!
Two paid volunteering days each year
Proud to be a BCorp – committed to people & planet
Enhanced Maternity & Paternity leave (24 weeks maternity, 3 weeks paternity at 100% pay)
Generous discounts on stays for you, family & friends
Employee savings scheme
24/7 mental health support + health cash plan
Loads of training & development opportunities
⭐ Long service awards
We’re passionate about diversity, inclusion and welcoming people from all backgrounds. Need adjustments during the recruitment process? Just let us know, we’ll be happy to help.
Apply now and help us create amazing holidays in Wales!
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.