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Customer Success Advisor

2 weeks ago

Bangor, United Kingdom Sykes Holiday Cottages Full time

**Join the Team Making Holidays Shine in North Wales**
- **Salary**: Up to £25,000 per annum.
- **Work Days & Hours**: 37.5 hours per week / Monday to Saturday 9am-5.30pm (with a day off in the week) plus on call on a rota basis.
- **Location**: Office-based at our welcoming **Bangor, Gwynedd** office
- **Team**: Customer Success
- **Reporting to**: Customer Success Manager

**About the Role**

We’re looking for a **Customer Success Advisor** to join our bustling **Menai Holiday Cottages** team, part of **Sykes Holiday Cottages**. You’ll be at the heart of helping guests and owners have amazing holiday experiences across beautiful North Wales.

You’ll deliver exceptional service across calls, live chat, WhatsApp, social media and more, resolving queries quickly and efficiently while taking full ownership of the customer journey. Every interaction you have helps us build trust, drive satisfaction, and make holidays shine

As part of your role, you’ll also join our on-call rota (based on team schedule), supporting urgent guest issues. You’ll receive an additional **£50 per night**, or **£75 per night** if calls come in past 10pm, earning between **£350-£525 extra per week** when on-call.

**Your Responsibilities**

**As Customer Success Advisor, you will be responsible for the following areas of accountability**:

- Deliver outstanding customer service across multiple contact channels
- Resolve guest and owner queries efficiently and professionally
- Assist with booking questions, in-property issues, and post-stay feedback
- Handle and resolve complaints using our case management systems
- Go above and beyond for customers — showing empathy, initiative, and care
- Collaborate with Account Managers and Property Services teams to improve experiences
- Visit local properties occasionally to support quality and service standards
- Participate in our on-call rota for out-of-hours support
- Log all communications accurately and complete case files promptly
- Identify and resolve potential issues early to ensure a seamless journey
- Uphold company values, teamwork, and a positive customer-first mindset

**About You**

**We’re looking for someone who**:

- Has previous experience in a customer service or customer success role
- Can handle conflict and find great solutions under pressure
- Is confident across digital communication channels
- Has excellent written and verbal communication skills
- Is detail-oriented, organised, and proactive
- Thrives in a busy, team-focused environment
- Loves creating memorable experiences for customers

**Bonus points if you have**:
- Experience in the travel, tourism, or hospitality sector- Familiarity with digital customer support systems- Commercial awareness and a good understanding of customer needs

**Who Are Menai Holiday Cottages?**

'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**. From humble beginnings as a small family-run company to being one of the leading holiday letting agencies in North Wales, 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. This means our owners get both the support and marketing of a local and national holiday let agency.

**Why You’ll Love Working With Us**

At Menai Holiday Cottages & Sykes, we believe in doing right by our people:

- Annual bonus - up to 10% of salary
- 33 days holiday (including bank hols) + extra days with long service
- Your birthday off, just because
- Two paid volunteering days each year
- Proud to be a BCorp - committed to people & planet
- Enhanced Maternity & Paternity leave (24 weeks maternity, 3 weeks paternity at 100% pay)
- Generous discounts on stays for you, family & friends
- Employee savings scheme
- 24/7 mental health support + health cash plan
- Loads of training & development opportunities- Long service awards

**We’re passionate about diversity, inclusion and welcoming people from all backgrounds. Need adjustments during the recruitment process? Just let us know, we’ll be happy to help.