Customer Success Advisor

As a Customer Success Advisor across Dream Cottages, 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 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.

What You'll Do

️ 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

Bonus Points For

Experience in working with Digital Contact Channels

Experience in working within the travel sector

Commercial acumen

Who Are Dream Cottages? We're 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.

At Dream Cottages & Sykes, we believe in rewarding our people:

Annual bonus scheme linked to company performance.

️ Generous holiday allowance + extra days with long service

Option to purchase extra holiday days if you wish.

A day off for your birthday

2 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 & family.

️ Special offers and discounts designed to enhance your overall wellbeing.

️ Health cash plan & life assurance.

Training & 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.