Lyme Bay Holidays, part of Sykes Holiday Cottages are excited to be looking for a new Customer Success Advisor to join their Lyme Regis team. Salary: Up to £25,000 per annum Work Days & Hours: 37.5 hours, 5 days out of 7 to be worked on a shift rota basis. Working Location: Office Based in Lyme Regis. Team: Customer Success Reporting to: Customer Success Manager 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. 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. Comprehensive training throughout your role will empower you to deliver exceptional outcomes at every customer touchpoint and ensure customer success. 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: 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 Employee discounts, onsite gym, and wellbeing initiatives 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 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