Customer Experience Team Leader

Awaze; Málaga; On-site; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Discounts on holidays across our brand

Career progression opportunities

Job summary

Awaze in Málaga is seeking a Customer Experience Team Leader to guide a guest contact centre, coaching staff to deliver outstanding service and maintain high quality scores. You will oversee daily operations across phone, email and webchat, resolving escalations and driving improvements with cross-functional teams.

The role emphasizes people development, data-driven decision making and a hands-on, adaptable leadership style in a fast-paced environment.

Qualifications

• Experience leading a contact centre or customer service team.
• Strong coaching and people management skills.
• Understanding of contact centre operations and service delivery.

Responsibilities

• Lead, coach and develop your team through feedback and reviews.
• Monitor KPIs and identify improvements in quality and speed.
• Oversee daily contact centre operations across phone, email and webchat.
• Escalation point for complex guest enquiries and issue resolution.
• Foster a positive, collaborative team culture and engagement.
• Collaborate with Resource Planning and Training to improve processes.

Skills

Leadership

Coaching

Customer Service

Data-driven

Conflict Resolution

Job description

Are you a people-focused leader who thrives on developing teams and delivering exceptional customer experiences? At Awaze, we're looking for a Customer Experience Team Leader to inspire and support our Guest Contact Centre team in Malaga, helping us create amazing holiday experiences for our guests.

Your mission

As our Customer Experience Team Leader, your mission is to lead, coach and motivate a team of Customer Experience Consultants to deliver outstanding guest service. You'll create an engaging, high-performing environment where your team feels empowered to succeed, while ensuring we consistently meet our service and quality standards. Working closely with the Contact Centre Manager and other teams, you'll play a key role in improving performance, driving operational efficiency and making every guest interaction count.

What you'll be doing

• Lead, coach and develop your team through regular feedback, quality assessments and performance reviews.
• Monitor team performance against key KPIs, identifying opportunities to improve service quality, productivity and efficiency.
• Oversee daily contact centre operations, ensuring guests receive timely, professional support across phone, email and webchat.
• Act as the first point of escalation for complex guest enquiries, supporting your team in finding effective solutions.
• Build a positive, collaborative team culture through recognition, engagement activities and open communication.
• Work closely with Resource Planning, Training and other departments to improve processes, share knowledge and deliver consistent ways of working.

Who we're looking for

You’ll thrive in this role if you're a natural people leader who enjoys bringing out the best in others. You're comfortable making decisions, solving problems and keeping your team motivated in a fast-paced environment.

We’re looking for someone who brings:

• Proven experience leading or supervising a team within a contact centre or customer service environment.
• Strong coaching and people management skills, with a passion for developing others.
• A good understanding of contact centre operations, performance management and service delivery.
• Confidence in handling escalations, resolving complaints and managing difficult conversations.
• An analytical and proactive mindset, using data and insights to drive improvements.
• A collaborative, adaptable and hands-on approach, with the ability to thrive in a changing environment.

How you'll make an impact

• Build an engaged, motivated and high-performing team where people feel supported and empowered.
• Deliver consistently excellent guest experiences, improving quality scores and first-contact resolution.
• Drive operational performance by achieving service levels, handling time and productivity targets.
• Identify opportunities to simplify processes, improve efficiency and create better ways of working.
• Collaborate across teams to share best practices and continuously improve the guest experience.

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?

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.