Customer Success Advisor

As a Customer Success Advisor across our Regional Brands in Cornwall, 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

This role sits across three well-established Cornish holiday brands, each with its own character, destination and loyal customer base: John Bray Cornish Holidays, Cornish Cottage Holidays and Carbis Bay Holidays.

For nearly 50 years, John Bray Cornish Holidays has been welcoming guests to some of North Cornwall's most beautiful coastal escapes, with a handpicked collection of properties across Rock, Daymer Bay, Polzeath and Port Isaac.

With over 50 years of experience, Cornish Cottage Holidays offers hundreds of unique self-catering properties across Cornwall, from coastal cottages and rural lodges to elegant farmhouses, helping guests discover everything this beautiful county has to offer.

Meanwhile, Carbis Bay Holidays specialises in exceptional holiday homes in and around St Ives and Carbis Bay. Founded in 2000, the brand offers over 200 unique properties, from cliff-top apartments and panoramic sea-view retreats to spacious houses designed for memorable Cornish getaways.

Together, the three brands combine deep local knowledge, distinctive Cornish destinations and a shared passion for creating memorable holidays. All are part of Sykes Holiday Cottages and the wider Forge Holiday Group, bringing together the personal touch of established local brands with the resources and expertise of a national holiday business.

Here, 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.

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