Customer Experience Consultant

Awaze; Lowestoft; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

25 days holiday + bank holidays (pro‑r

Travel discounts across brands

Perkbox access

Development opportunities

MetLife support

Long service rewards

Refer-a-friend bonus

Job summary

Awaze is hiring a Customer Experience Consultant in Lowestoft to delight guests across phone and digital channels. You’ll resolve queries quickly, maintain records, and ensure compliance while meeting quality and legislative standards.

Join a busy contact centre environment with opportunities to grow, travel discounts, and a supportive team culture. The role is full-time, annualised hours, based at Trinity House in Lowestoft.

Qualifications

• Excellent written and spoken communication skills.
• Ability to thrive in a fast-paced, targeted contact centre environment.
• A customer-first mindset with attention to detail.

Responsibilities

• Handle customer queries via telephone, email and web chat.
• Build rapport with guests and resolve queries efficiently.
• Manage general booking questions and relocation cases.
• Aim for first contact resolution while maintaining quality and compliance.
• Accurately update systems and maintain detailed customer records.

Skills

Relationship building

Communication skills

Organisation

Customer-first mindset

Tech/system confidence

Contact centre experience

Job description

Your mission

As our Customer Experience Consultant, your mission is to delight our guests at every touchpoint. You’ll provide outstanding support across phone and digital channels, resolving queries quickly and professionally while ensuring we meet quality, process and legislative standards.

What you'll be doing

• Handle customer queries via telephone, email and web chat
• Build rapport with guests, understanding their needs and resolving queries efficiently
• Manage a wide range of enquiries, from general booking questions to complex relocation cases
• Aim for first contact resolution while maintaining high quality and compliance standards
• Work in a fast-paced, targeted contact centre environment
• Accurately update systems and maintain detailed customer records

Who we’re looking for

You’ll thrive in this role if you’re energised by helping people, enjoy working towards targets and take pride in delivering excellent customer service. You’re resilient, organised and passionate about creating positive holiday experiences.

We’re looking for someone who brings:

• A passion for building relationships with customers
• Excellent written and spoken communication skills
• Strong organisational skills with meticulous attention to detail
• The ability to thrive in a targeted, fast-paced environment
• A customer-first mindset in everything you do
• Confidence using computer systems and learning new data platforms
• Ideally, experience working in a contact centre (not essential)
• A genuine passion for travel, particularly UK holidays

How you'll make an impact

• Deliver high-quality, efficient resolutions that exceed guest expectations
• Increase first contact resolution across multiple channels
• Contribute to team targets and overall contact centre performance
• Ensure compliance with internal processes and legislative requirements
• Represent our trusted brands with enthusiasm and professionalism

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 join a dynamic, high-energy team passionate about delivering world-class customer experiences.

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:

• Competitive salary
• 25 days holiday plus bank holidays (pro-rata)
• Great travel discounts across our brands
• Access to Perkbox – from free monthly treats to discounts with top brands
• Development and internal progression opportunities within Europe’s largest managed holiday rental company
• Access to MetLife for expert guidance and specialist personal support
• Long service rewards and refer-a-friend bonus

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 offered on an annualised hours contract. Your hours are calculated across the year, meaning you’ll work more during peak periods and fewer during quieter times, with your pay spread evenly throughout the year. This position is full-time (40 hours), temporary (6 months from November), and based fully from our Lowestoft Contact Centre - Trinity House, Riverside Road, NR33 0SW.

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.