Job Description

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.

Apply now and help us create amazing holidays in Wales!