Customer Experience Team Leader

Description

Summary: Lead a high-performing team in a fast-paced Guest Contact Centre, delivering exceptional service and shaping outstanding customer experiences. Highlights: 1. Lead, coach, and develop a team in a fast-paced contact centre environment 2. Drive operational efficiency and enhance customer satisfaction 3. Focus on continuous improvement and collaborative problem-solving Lead a high\-performing team at the heart of our Guest Contact Centre, delivering exceptional service and shaping outstanding customer experiences across every interaction. **Your mission** As our Customer Experience Team Leader, your mission is to ensure consistently high\-quality service delivery across all customer interactions while driving operational efficiency. You’ll lead, coach, and develop a team in a fast\-paced contact centre environment, using data and insight to optimise performance, improve processes, and create seamless, positive experiences for our guests. **What you'll be doing** * Own and deliver team performance against KPIs, ensuring consistent achievement of service and quality targets * Collaborate with Contact Centre Management and cross\-functional teams to enhance service delivery and customer satisfaction * Analyse customer enquiry trends and performance data to identify improvements and optimise workflows * Lead, coach, and develop team members through regular feedback, quality assessments, and performance reviews * Oversee daily operations to ensure SLAs for response and resolution times are consistently met * Act as the first escalation point for complex customer issues, ensuring efficient and effective resolution **Who we’re looking for** You’ll thrive in this role if you enjoy leading from the front, using data to guide decisions, and creating an environment where people feel motivated to perform at their best. We’re looking for someone who brings: * Proven experience managing or supervising contact centre operations * Strong people leadership skills with the ability to coach, mentor, and inspire teams * Confidence in handling customer complaints and complex conversations * A structured, solution\-oriented mindset with a focus on continuous improvement * A collaborative and proactive approach to getting things done * It will be a bonus if you have experience working across multiple geographies or driving operational consistency at scale. **How you'll make an impact** * Own and deliver team performance, ensuring KPIs and service standards are consistently achieved * Collaborate with training and support teams to keep knowledge bases accurate and up to date * Improve processes and implement efficiencies to enhance both customer and employee experience * Drive engagement through recognition, feedback, and team initiatives * Contribute to operational excellence and continuous improvement across the Contact Centre **Why you’ll want to work at Awaze** We offer a versatile position in a strong professional and social environment \- one you’ll have the opportunity to influence and help shape. You’ll be part of an international company that invests in the future, and join a dynamic, fast\-paced department with skilled and committed colleagues who support each other. We’re a people\-first business \- and we know that our success starts with our teams. Here’s a glimpse of what you’ll enjoy: * Generous discounts on holidays across our brands * Real opportunities to grow, learn and shape your role as well as careers progression vertically or horizontally, cross countries and responsibilities **About Awaze** Our mission is clear \- to create amazing holidays with Europe’s widest choice of holiday homes. With more than 110,000 properties across Europe, we are the largest managed vacation rentals business in the region. Our ambition is not only to be the biggest, but the best provider of holiday homes in Europe. As travel continues to evolve, we are focused on what comes next. We will keep strengthening our relationships with guests and homeowners, continuously improving the way we work, and delivering strong performance. By making things simpler and smarter, we are building a business that is ready for what’s next \- powered by proud, passionate and inclusive people. **Worth knowing** This role is office\-based in our vibrant office in central Malaga \-C. Mauricio Moro Pareto, 2\. **What’s next?** If this sounds like the right next step for you, hit “Apply” and follow the instructions to submit your application. We tailor our recruitment process to each role to give both you and our hiring teams the best possible chance to assess whether this could be the start of a successful collaboration. You’ll hear from us shortly after we’ve reviewed your application. We’re committed to running an inclusive and accessible recruitment process. All applicants will receive equal consideration for employment, and if you have any specific requirements or adjustments needed for the interview, just let us know when you accept your invitation \- we’re happy to accommodate.