Customer Success Advisor

Come Join Our Fantastic Team Delivering the Best Holidays at Northumbria Coast & Country Cottages

• Salary: £24,784.50 per annum
• Working Hours: 37.5 hours per week
• Working Pattern: Monday, Tuesday, Wednesday, Friday 9am-5.30pm and Saturday 9am to 5pm
• Location: Seahouses, Northumberland

As a Customer Success Advisor, you will deliver exceptional service across all contact channels, efficiently resolving customer queries and taking full ownership of the customer end‑to‑end journey. 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 journeys, 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.

• Deliver outstanding customer service across phone, email, chat and digital channels.
• Support customers throughout their journey, from pre-booking queries to post-stay resolutions.
• Resolve customer complaints and escalations promptly, managing cases through to completion within agreed SLAs.
• Proactively identify and resolve customer issues to deliver positive outcomes.
• Build strong customer relationships by providing a personalised, professional service.
• Complete and maintain accurate customer case files and records.
• Work closely with Account Managers and Property Services teams to resolve customer issues.
• Participate in the out‑of‑hours on‑call rota when required.
• Visit local properties when needed to support customer or operational requirements.
• Share feedback and best practices to improve customer experience and operational efficiency.
• Follow company policies, procedures and compliance requirements.
• Demonstrate initiative, sound judgement and a customer‑first approach to problem solving.
• Support additional business activities and projects as required.

Live by our four values:
One Business One Team, Keep it Simple, Grow & Learn, Sustainable Impact.

• Previous experience in a customer service or similar customer‑facing role
• Strong conflict resolution and objection‑handling skills
• Confident using systems and IT platforms
• Positive, professional and approachable communication style
• Excellent written and verbal communication skills
• Strong attention to detail and accuracy
• Able to think quickly and solve problems effectively
• Well organised with good time management skills
• Resilient, with the ability to stay motivated during busy periods
• Comfortable working to performance targets and open to feedback and coaching

• Experience in working with Digital Contact Channels
• Experience in working within the travel sector
• Commercial acumen

Established in 1981, Northumbria Coast & Country Cottages has over 40 years of experience offering a superb selection of over 500 personally inspected holiday cottages together with a friendly and professional service. As part of Sykes Holiday Cottages, we are committed to creating lasting holiday memories with a positive social and environmental impact.

• Annual bonus scheme linked to company performance.
• Generous holiday allowance and extra days with long service.
• Option to purchase extra holiday days.
• A day off for your birthday.
• Two volunteering days per year.
• Enhanced parental leave (24 weeks maternity, 3 weeks paternity at full pay).
• Pension scheme with employer contributions.
• Discounted and last-minute stays at Forest Holidays and Sykes Cottages for you, your friends and family.
• Special offers and discounts designed to enhance your overall wellbeing.
• Health cash plan and life assurance.
• Training and development opportunities.
• 24/7 mental health support.
• Employee savings scheme.
• Long service awards and company events.

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.

If you’re passionate about creating unforgettable holidays, we’d love to welcome you to the team. Apply now!