Menai Holiday Cottages part of Sykes Holiday Cottages are excited to be looking for a new Customer Success Advisor to join our Bangor team.
Salary: Up to £25,000 per annum
Work Days & Hours: 37.5 hours, working 5 days out of 7 including Saturdays
Work Location: Office Based in Bangor
Team: Customer Success
Reporting to: Owner Experience Manager
About Us
'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. 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, providing our owners with support and marketing from both local and national holiday let agencies.
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. On the rare occasion you may be required to visit a property during your out of hours shift in the event of a fire alarm issue or access 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
* Complete and address all case files in a timely manner
* Resolve customer queries via online platforms and assist with upcoming bookings
* Support guests with in-property issues and post-stay resolutions
* Manage and resolve complaints, leveraging the upcoming complaints portal for efficiency
* Proactively engage to build loyalty and trust
* Out of Hours rota to support on call rota when needed
* Conduct property visits locally when requested or required
* Work closely with Account Managers and Property Services
* Deliver exceptional service cross-channel and resolve queries quickly and professionally
* Investigate concerns thoroughly, offering practical, commercial solutions and maintaining accurate records
* Go above and beyond for our customers, always demonstrating "Unreasonable Hospitality"
* Identify and address issues early to minimise potential impacts
* Manage complaints end-to-end, ensuring SLAs are met and escalating urgent matters when necessary
* Provide regular feedback to enhance customer satisfaction and improve processes
* Share best practice to enhance our service quality and efficiency
* Be a role model for company values, promote teamwork and embed them in daily operations
* Align actions with the companies strategic pillars and foster positive internal and external relationships
* Follow company procedures consistently, ensure compliance while delivering quality service
* Embrace creative problem-solving and make empowered decisions to enhance 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 is that you have the following:
* a valid UK driving licence used for out of hours on an adhoc basis
* 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
Sykes Cottages Company Benefits:
* Annual STIP Company-wide Bonus Scheme offering an additional 10% of your salary through our performance-based bonus program
* 33 days of annual leave + bank holidays, up to 5 extra days with long service
* A day off to celebrate your Birthday
* Two paid Volunteering Days off annually
* One of only 1000 BCORP-certified companies in the UK
* Enhanced Parental leave (24 weeks maternity, 3 weeks paternity at 100% pay)
* Exclusive discounts on stays for you, family and friends
* Discounts and offers with a focus on your overall wellbeing
* Health Cash Plan
* Training & Development programs to set you up for success
* 24/7 mental health support and initiatives
* Employee Savings Scheme transferring directly from your salary
* Long Service Awards
* Hybrid working for selected roles only.
Diversity and Inclusion: We encourage and welcome our people to bring their authentic and best selves to work every day. We know the power that comes from different ideas, backgrounds and perspectives. We recognise the role diversity plays in achieving our goals as a business. We actively welcome applications from as wide a range of backgrounds as possible. 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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