Coast and Country Cottages part of Sykes Holiday Cottages, have the exciting opportunity for an Account Manager to join our bustling Salcombe team Salary: Up to £25,000 per annum. Work Days & Hours: 37.5hours per week / Monday to Saturday 9am-5.30pm (with a day off in the week) plus on call on a rota basis. Working Location: Office Based in Salcombe. Team: Customer Success Reporting to: Customer Success Manager About Us 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. About the Role As a Customer Success Advisor, you will deliver exceptional service across all contact channels (Calls, Live Chat, WhatsApp, SMS, social media, Enterprise, Outlook and any other channels released by the business), 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: 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, supported by the implementation of the upcoming complaints portal Engaging proactively to build loyalty and trust Out of Hours rota to support on call rota when needed Property visits – based on location. Locally located properties that will need a check on request or otherwise Complete and address all case files in a timely manner Work closely with Account managers and Property Services teams Deliver exceptional service cross-channel and resolve queries quickly and professionally Investigate concerns in full and provide commercially sensible solutions, ensuring all internal and external records and communications are completed accurately Go above and beyond for our customers, always demonstrating Unreasonable Hospitality Identify, investigate and address potential issues early to minimise impacts Handle customer concerns end-to-end, logging all complaints through case files, resolving and completing within SLAs through case file management and escalating urgent matters as needed, to ensure swift resolution and customer satisfaction Provide regular feedback to enhance customer satisfaction and streamline operational processes. Share best practice to enhance service quality and efficiency across our teams Be a role model for company values, promoting teamwork and embedding them in daily operations. Align actions with the company’s strategic pillars and foster positive internal and external relationships Follow company procedures consistently, ensuring compliance with guidelines while delivering quality service Go above and beyond for our customers in the spirit of the role, demonstrating out of the box thinking and being empowered to make decisions that enhance our 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. 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