Customer Experience Team Leader

About Awaze:

We are Europe’s largest manager of holiday rental properties, with 110,000 units under management in over 600 destinations in 25 countries across the continent. Our purpose is simple - to delight owners and guests. The business operates more than 25 consumer brands including Cottages.com, Novasol and Hoseasons.

The Role:

Our customers are at the heart of everything we do, we are passionate about delivering a world class customer experience to all our customers. As a Customer Experience Team Leader, you will play a pivotal role in supporting the guest contact centre leadership team and motivating the service staff to deliver exceptional service and enhance the guest experience. The ideal candidate will possess strong interpersonal and leadership skills, combined with a passion for driving performance to develop first-class guest service within our evolving centre of excellence.

This is a fast paced, targeted role in our busy contact centre and no two days will be the same.

Key Responsibilities:

• Efficiently and effectively service all types of inbound contacts into the contact centre, providing excellent customer experience in line with company guidelines and training.
• Support the fast-paced leadership team in driving performance according to business goals, values, and vision.
• Support, lead, and motivate the team to ensure exceptional service is consistently delivered and to implement necessary improvements to enhance customer experience.
• Manage the day-to-day flow of operations, assisting the team as needed to achieve performance standards and meet key performance indicators (KPIs).
• Monitor the consistency of service quality and take ownership of situations as they arise, ensuring prompt and appropriate action is taken.
• Work collaboratively as part of a team, offering help and support to colleagues when needed.
• Take initiative to identify areas for improvement and work proactively to implement changes to enhance the guest experience.

What do you need to succeed in this role?

• We’re a team full of energy and with a passion for what we do, so it’s key that you’re enthusiastic, driven and keen to be part of a team. What else do you need in order to succeed in this role?
• Passionate about building relationships
• Excellent written and spoken communication
• Great leadership
• Organised with meticulous attention to detail
• Thrive in a targeted atmosphere
• Always put’s the customer first
• Computer skills and the ability to master new data systems
• Ideally, although not essential you’ll have had some experience of working in a contact centre
• You’re passionate about travel and, in particular, UK holidays

What we’ll give you:

This is an opportunity for you to join us at a pivotal point in time as we invest in our future

You’ll be supported by a team of genuine, passionate people

We work cross-functionally, so you’ll be given opportunities to develop skills outside of your core skillset.

You’ll be an integral part of a team which delivers great commercial results, and who doesn’t want that?

We offer a competitive salary and benefits; we’re all about holidays, so we practice what we preach and offer some great travel discounts.

What else do you need to know?

We believe in equal opportunities and aim to create a team that is representative of our society knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.