About Us
West Wales Holiday Cottages is an independent online travel agency based in Aberporth, Ceredigion. We advertise approximately 750 independent self-catering holiday cottages across Ceredigion, Pembrokeshire and Carmarthenshire.
We operate a website platform that specialises in offering self-catering accommodation options to guests. Our website allows guests to browse and book self-catering accommodation across the region. We generate bookings that attract thousands of holidaymakers to West Wales every year, and many of them return to our beautiful part of the country repeatedly.
The Position
West Wales Holiday Cottages prides itself on excellent customer service and communication and is award-winning in this field.
The successful applicant will have excellent verbal and written communication skills and be able to work well under pressure. You will play a key role in representing the Company positively at all times by handling communication professionally, courteously and empathetically.
The position is for a PT weekend role (every other weekend) covering the office on Friday/Saturday/Sunday/Monday biweekly. You will work with the team on Friday and Monday and manage the weekend hours independently.
Working hours: Friday 9.30 am-5.30 pm, Sat and Sunday 10 am-4 pm, Monday 9.30 am-5.30 pm - covering every other weekend
Key Responsibilities
- Good telephone manner, with solid communication skills
- Managing and responding to guest and property owner enquiries via email
- Using technology, internet and internal booking systems to deliver efficient, high-quality customer service, with the ability to quickly learn and adapt to new technologies and software.
- Manage shared inboxes, responding to owner and customer enquiries in a timely, professional, and efficient manner.
- Carry out a range of administrative tasks, maintaining organised records and effectively managing multiple priorities.
- Maintain accurate records and ensure internal systems are kept up to date with relevant information.
- Handle customer complaints and challenging situations professionally, working to achieve positive and timely resolutions.
- Deliver a consistently high standard of customer service, maintaining a friendly, professional, and tactful approach.
- Work collaboratively with colleagues across the business, providing support where required and contributing to a positive team environment.
- Manage multiple tasks effectively, remain calm under pressure, and prioritise work to meet business needs.
- Maintain high standards of accuracy and attention to detail while demonstrating reliability, good timekeeping, active listening skills, and a willingness to learn new processes and systems.
Skills and Experience
- Excellent verbal and written communication skills.
- Strong organisational and time-management abilities
- Confident using Google Workspace, including Gmail.
- Confident using Microsoft Word / Excel.
- Good standard of English and maths
- Good telephone manner and polite and courteous.
- Strong attention to detail.
- Positive, proactive, and flexible approach to work.
- Ability to prioritise workload and manage multiple tasks simultaneously.
- Professional and friendly manner when dealing with customers.
Desirable but not mandatory skills
- Knowledge of the local area
- Previous experience in a customer service, administration, lettings, hospitality, travel, or similar role.
- Interest in property, tourism, hospitality, or holiday accommodation.
Personal Qualities
We are looking for someone who:
- Remains calm, professional, and customer-focused in a fast-paced environment.
- Has a positive, proactive attitude and works effectively as part of a team.
- Is confident in learning and using our bespoke booking management system.
- Demonstrates flexibility and adaptability, responding positively to changing business needs and priorities.
Training
On-the-job training
Place and Hours of Work
Parc Aberporth
West Wales Holiday Cottages is an accredited Living Wage employer.
We welcome applications from individuals of all backgrounds and experiences. We value enthusiasm, a willingness to learn, and a commitment to delivering outstanding service to our owners and guests.
Pay: £13.00 per hour
Work Location: In person
