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 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.
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.
Your Responsibilities
* 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
* Engaging proactively to build loyalty and trust
* Out of Hours rota to support on-call rota when needed
* Work closely with Account managers and Property Services teams
* Deliver exceptional service cross-channel and resolve queries quickly and professionally
* Go above and beyond for our customers, always demonstrating Unreasonable Hospitality
* Identify, investigate and address potential issues early to minimise impacts
* Provide regular feedback to enhance customer satisfaction and streamline operational processes
* Share best practice to enhance service quality and efficiency across our teams
* Follow company procedures consistently, ensuring compliance with guidelines while delivering quality service
Skills and Qualifications
All we ask is that 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
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
Diversity and Inclusion: We encourage and welcome our people to bring their authentic and best selves to work every day. We actively welcome applications from a wide range of backgrounds. If you need any particular support or accommodations as part of your application process, please get in touch - our recruitment team are happy to help.
If you are actively seeking your next career challenge, keen to join a diverse, exciting team, we welcome you to get in touch or apply!
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