Customer Success Advisor
| Posting date: | 28 November 2025 |
|---|---|
| Salary: | £25,000.00 per year |
| Additional salary information: | Up to £25,000 per annum |
| Hours: | Full time |
| Closing date: | 26 December 2025 |
| Location: | Devon, TQ8 8FE |
| Company: | Sykes Holiday Cottages Ltd |
| Job type: | Permanent |
| Job reference: | ORG5842-AM1452363SalCSA |
Summary
️ Join the Coast and Country Cottages team - Creating special memories in Devon ️
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.
Working Location: Working across our Salcombe & Dartmouth office.
Team: Customer Success
Reporting to: Customer Success Manager
About the Role
We’re looking for a Customer Success Advisor to join our friendly team. You’ll be the voice of Coast and Country Cottages across multiple channels, including phone, live chat, WhatsApp, SMS, social media and email, resolving queries efficiently and ensuring every customer enjoys an exceptional experience.
You’ll guide guests through their end-to-end journey, manage feedback and complaints with professionalism, and help us deliver industry-leading service standards. You’ll also support internal teams to drive efficiency, improve processes and maintain our high levels of customer satisfaction (CSAT and NPS).
As part of the on-call rota, you’ll have the opportunity to earn £350-£525 extra per week, handling urgent guest issues outside standard office hours. On-call payments include £50 per night, increasing to £75 per night for calls received after 10pm.
What You’ll Do
Deliver exceptional customer service across phone, live chat, email and digital channels
Resolve booking queries, in-property issues and post-stay concerns
Manage complaints from start to finish, ensuring fair and timely outcomes
Take part in the on-call rota, supporting urgent guest issues out of hours
Complete case files accurately and within agreed SLAs
Work collaboratively with Account Managers and Property Services to resolve issues
Carry out occasional property visits where required
Provide feedback and ideas to improve processes and enhance customer satisfaction
Demonstrate proactive problem-solving and take full ownership of the customer journey
What You’ll Bring
We’re a team that values collaboration, ownership, honesty, and continuous growth. You’ll thrive with us if you have:
Essential:
✅ A full clean UK Driving License
✅ Previous experience in a customer service role
✅ Strong conflict resolution and objection-handling skills
✅ Excellent written and verbal communication
✅ A polite, positive and professional approach
✅ High attention to detail and quick problem-solving skills
✅ Strong organisation and time management
✅ Resilience during busy periods
✅ Understanding of performance targets and openness to coaching
It’s a Bonus If You Have:
Experience with digital contact channels
Background in the travel industry
Commercial awareness
Who Are Coast and Country Cottages?
Coast & Country Cottages is a holiday letting agency, marketing and managing over 450 holiday homes across the stunning South Devon coast and countryside. Whether you’re looking to stay in the harbour towns of Salcombe or Dartmouth, in the fishing villages of Hope Cove and Thurlestone, or on the breath-taking Start Bay coastline, we have a range of South Devon holiday homes to suit your requirements.
Why You’ll Love Working With Us
At Coast and Country Cottages & Sykes, we believe in doing right by our people:
Performance bonus - up to 5% 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 - we care about 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 and health cash plan
Loads of training & development opportunities
We’re all about diversity, inclusion, and bringing your authentic self to work. Need adjustments for the recruitment process? Just ask, our team is happy to help.
Apply now and become an essential part of Coast and Country Cottages, helping make every guest arrival seamless and memorable!
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.
Working Location: Working across our Salcombe & Dartmouth office.
Team: Customer Success
Reporting to: Customer Success Manager
About the Role
We’re looking for a Customer Success Advisor to join our friendly team. You’ll be the voice of Coast and Country Cottages across multiple channels, including phone, live chat, WhatsApp, SMS, social media and email, resolving queries efficiently and ensuring every customer enjoys an exceptional experience.
You’ll guide guests through their end-to-end journey, manage feedback and complaints with professionalism, and help us deliver industry-leading service standards. You’ll also support internal teams to drive efficiency, improve processes and maintain our high levels of customer satisfaction (CSAT and NPS).
As part of the on-call rota, you’ll have the opportunity to earn £350-£525 extra per week, handling urgent guest issues outside standard office hours. On-call payments include £50 per night, increasing to £75 per night for calls received after 10pm.
What You’ll Do
Deliver exceptional customer service across phone, live chat, email and digital channels
Resolve booking queries, in-property issues and post-stay concerns
Manage complaints from start to finish, ensuring fair and timely outcomes
Take part in the on-call rota, supporting urgent guest issues out of hours
Complete case files accurately and within agreed SLAs
Work collaboratively with Account Managers and Property Services to resolve issues
Carry out occasional property visits where required
Provide feedback and ideas to improve processes and enhance customer satisfaction
Demonstrate proactive problem-solving and take full ownership of the customer journey
What You’ll Bring
We’re a team that values collaboration, ownership, honesty, and continuous growth. You’ll thrive with us if you have:
Essential:
✅ A full clean UK Driving License
✅ Previous experience in a customer service role
✅ Strong conflict resolution and objection-handling skills
✅ Excellent written and verbal communication
✅ A polite, positive and professional approach
✅ High attention to detail and quick problem-solving skills
✅ Strong organisation and time management
✅ Resilience during busy periods
✅ Understanding of performance targets and openness to coaching
It’s a Bonus If You Have:
Experience with digital contact channels
Background in the travel industry
Commercial awareness
Who Are Coast and Country Cottages?
Coast & Country Cottages is a holiday letting agency, marketing and managing over 450 holiday homes across the stunning South Devon coast and countryside. Whether you’re looking to stay in the harbour towns of Salcombe or Dartmouth, in the fishing villages of Hope Cove and Thurlestone, or on the breath-taking Start Bay coastline, we have a range of South Devon holiday homes to suit your requirements.
Why You’ll Love Working With Us
At Coast and Country Cottages & Sykes, we believe in doing right by our people:
Performance bonus - up to 5% 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 - we care about 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 and health cash plan
Loads of training & development opportunities
We’re all about diversity, inclusion, and bringing your authentic self to work. Need adjustments for the recruitment process? Just ask, our team is happy to help.
Apply now and become an essential part of Coast and Country Cottages, helping make every guest arrival seamless and memorable!
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.