Customer Success Advisor
| Posting date: | 05 January 2026 |
|---|---|
| Salary: | £25,000.00 per year |
| Additional salary information: | Up to £25,000 per annum |
| Hours: | Full time |
| Closing date: | 02 February 2026 |
| Location: | Dorset, DT4 8TR |
| Company: | Sykes Holiday Cottages Ltd |
| Job type: | Permanent |
| Job reference: | ORG5842-AM1470411WeyCSA |
Summary
⭐ Join our dream team at Dream Cottages and Lyme Bay Holidays - Creating special memories⭐
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 Dream Cottages (Weymouth) and Lyme Bay Holidays (Lyme Regis) offices.
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 Dream Cottages and Lyme Bay Holidays 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 We?
Dream Cottages
Dream Cottages are Dorset’s leading holiday cottage provider, managing over 500 stunning coastal and countryside properties. As part of Sykes Holiday Cottages, we help guests make unforgettable memories while supporting owners with expert local and national marketing. We love creating amazing holidays, supporting our team, and making a positive impact on people and the plane
Lyme Bay Holidays
Lyme Bay Holidays, part of Sykes Holiday Cottages, has been creating memorable holidays along the stunning World Heritage Coast for over 40 years. From Lyme Regis to the rolling hills of Devon, we manage a diverse mix of holiday homes, all backed by the personal, friendly service our guests know and love.
We’re passionate about delivering exceptional holiday experiences, supporting our team, and making a positive impact on our local community and environment.
Why You’ll Love Working With Us
At 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 our team, 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 Dream Cottages (Weymouth) and Lyme Bay Holidays (Lyme Regis) offices.
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 Dream Cottages and Lyme Bay Holidays 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 We?
Dream Cottages
Dream Cottages are Dorset’s leading holiday cottage provider, managing over 500 stunning coastal and countryside properties. As part of Sykes Holiday Cottages, we help guests make unforgettable memories while supporting owners with expert local and national marketing. We love creating amazing holidays, supporting our team, and making a positive impact on people and the plane
Lyme Bay Holidays
Lyme Bay Holidays, part of Sykes Holiday Cottages, has been creating memorable holidays along the stunning World Heritage Coast for over 40 years. From Lyme Regis to the rolling hills of Devon, we manage a diverse mix of holiday homes, all backed by the personal, friendly service our guests know and love.
We’re passionate about delivering exceptional holiday experiences, supporting our team, and making a positive impact on our local community and environment.
Why You’ll Love Working With Us
At 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 our team, 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.