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 & Dream Cottages 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. At Dream Cottages, 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. 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. In return you will receive an additional payment of £50 per night, or £75 per night if calls come in past 10pm. Your Responsibilities As Customer Success Advisor, you will be responsible for the following areas of accountability: 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 if 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 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 including bank holidays, plus 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