Customer Success Advisor

⭐ Join our dream team at Dream Cottages and Lyme Bay Holidays - Creating special memories⭐

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.
Working

Location:

Working across our Dream Cottages (Weymouth) and Lyme Bay Holidays (Lyme Regis) offices.
Team:
Customer Success
Reporting to:
Customer Success Manager

We’re looking for a Customer Success Advisor to join our friendly team. You’ll be the voice of Dream Cottages and Lyme Bay Holidays across multiple channels, including phone, live chat, Whats App, SMS, social media and email, resolving queries efficiently and ensuring every customer enjoys an exceptional experience.

You’ll guide guests through their end-to-end journey, manage feedback and complaints with professionalism, and help us deliver industry-leading service standards. You’ll also support internal teams to drive efficiency, improve processes and maintain our high levels of customer satisfaction (CSAT and NPS).

As part of the on-call rota, you’ll have the opportunity to earn £350-£525 extra per week, handling urgent guest issues outside standard office hours. On-call payments include £50 per night, increasing to £75 per night for calls received after 10pm.

• Deliver exceptional customer service across phone, live chat, email and digital channels
• Resolve booking queries, in-property issues and post-stay concerns
• Manage complaints from start to finish, ensuring fair and timely outcomes
• Take part in the on-call rota, supporting urgent guest issues out of hours
• Complete case files accurately and within agreed SLAs
• Work collaboratively with Account Managers and Property Services to resolve issues
• Carry out occasional property visits where required
• Provide feedback and ideas to improve processes and enhance customer satisfaction
• Demonstrate proactive problem-solving and take full ownership of the customer journey

We’re a team that values collaboration, ownership, honesty, and continuous growth. You’ll thrive with us if you have:

• ✅ A full clean UK Driving License
• ✅ Previous experience in a customer service role
• ✅ Strong conflict resolution and objection-handling skills
• ✅ Excellent written and verbal communication
• ✅ A polite, positive and professional approach
• ✅ High attention to detail and quick problem-solving skills
• ✅ Strong organisation and time management
• ✅ Resilience during busy periods
• ✅ Understanding of performance targets and openness to coaching

• Experience with digital contact channels
• Background in the travel industry
• Commercial awareness

Dream Cottages

Dream Cottages are Dorset’s leading holiday cottage provider, managing over 500 stunning coastal and countryside properties. As part of Sykes Holiday Cottages, we help guests make unforgettable memories while supporting owners with expert local and national marketing. We love creating amazing holidays, supporting our team, and making a positive impact on people and the planet.

Lyme Bay Holidays

Lyme Bay Holidays, part of Sykes Holiday Cottages, has been creating memorable holidays along the stunning World Heritage Coast for over 40 years. From Lyme Regis to the rolling hills of Devon, we manage a diverse mix of holiday homes, all backed by the personal, friendly service our guests know and love.

We’re passionate about delivering exceptional holiday experiences, supporting our team, and making a positive impact on our local community and environment.

• Performance bonus - up to 5% 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 - we care about 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 and health cash plan
• Loads of training & development opportunities

We’re all about diversity, inclusion, and bringing your authentic self to work. Need adjustments for the recruitment process? Just ask, our team is happy to help.

Apply now and become an essential part of our team, helping make every guest arrival seamless and memorable!