Sykes Holiday Cottage are excited to be looking for a new Customer Success Advisor to join our bustling Chester team Fixed Term Contract: 6 month months Salary: Up to £23,809.50 per annum. Work Days & Hours: 37.5 hours per week, Monday to Friday, working 1 in 4 weekends, 9am-5.30pm / 10.30am -7pm Working Location: Chester Head Office - Hybrid working available post probation. Team: Customer Success Reporting to: Customer Success Manager Please note : candidates must be available to start on Monday 11th August 2025. About Us Sykes Holiday Cottages is a business with big dreams and bursting with ambition. We have pinned our sights on becoming the UK's number one holiday rental agency and will stop at nothing to reach our goal, combining over 30 years’ industry experience with our fierce company drive to become the best in the market for what we do. What started as a small, family-run company has now grown to be an 2000-strong workforce of ambitious, passionate professionals working under the Forge Holiday Group parent brand. Sykes Holiday Cottages is extremely proud to be B Corp Certified, which means we are part of a global community of businesses leading a worldwide movement for an equitable, inclusive and regenerative economy. About the Role As a Customer Success Advisor, you'll be at the heart of our mission, delivering friendly, efficient, and thoughtful service across all contact channels. Whether it's answering a question, solving a problem, or guiding someone through their journey with us, you’ll take full ownership to ensure a smooth, positive experience from start to finish. You'll use your growing knowledge of our processes to offer proactive, tailored solutions that wow our customers and help drive key metrics like CSAT and NPS. Your work will help shape our reputation as the UK’s leading holiday letting agency. Don’t worry if you haven’t done this before, comprehensive training will give you the tools and confidence to thrive in the role. We’ll support your growth every step of the way so you can deliver exceptional outcomes and help every customer feel valued. Your Responsibilities As Customer Success Advisor, you will be responsible for the following areas of accountability: Customer Journey: Manage the full customer journey, from digital support and pre-holiday queries to in-stay assistance, post-stay resolutions, and complaint handling. Build strong relationships that foster trust and loyalty. Case & Issue Management: Own and resolve customer issues end-to-end. Log and manage case files promptly, meeting SLAs, and escalating when needed. Customer Service Excellence: Deliver exceptional service across all channels. Provide thoughtful, commercially sound solutions and go above and beyond through “Unreasonable Hospitality.” Proactive Resolution: Spot and address issues early to reduce impact. Ensure all concerns are resolved efficiently and logged accurately. Team Collaboration: Work closely with Account Managers and Property Services. Promote company values and support a positive, team-oriented culture. Continuous Improvement: Share feedback and best practices to improve service quality and operational efficiency. Compliance & Innovation: Follow procedures diligently while thinking creatively to enhance the customer experience. 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: Driven attitude and excellent work ethic IT literate Positive and polite manner in all customer situations Confident, courteous, and professional in both written and verbal communication Attention to detail 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: Previous experience in a similar Customer Service position Experience with conflict resolution and objection handling Experience in working with Digital Contact Channels Experience in working within the travel sector Commercial acumen Sykes Cottages Company Benefits: Bonus structure available based on performance targets up to £100 pcm 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!