Customer Experience Team Leader

Awaze; Lowestoft; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Generous holidays discounts across our

Career growth across countries

Job summary

Awaze is seeking a Customer Experience Team Leader in Lowestoft to guide a Guest Contact Centre, combining hands‑on leadership, coaching and data‑driven decision making to deliver exceptional service for our guests.

You will coach a team of Customer Experience Consultants, monitor KPIs, manage performance and identify process improvements, while collaborating with managers to ensure high‑quality, consistent guest experiences across channels.

Qualifications

• Proven experience supervising or leading day‑to‑day contact centre operations.
• Strong understanding of contact centre processes, performance management and service delivery.
• Great people management skills, with the ability to coach, mentor, motivate and develop others.
• Confidence handling complaints, escalations and difficult conversations.
• Strong communication and active listening skills, including the ability to recognise different customer needs and de‑escalate challenging situations.
• Hands‑on, structured and proactive approach to problem solving.
• Ability to work effectively in a dynamic and changing environment.
• A collaborative mindset and the ability to build strong relationships across teams.

Responsibilities

• Lead the day‑to‑day performance of your team, monitoring KPIs including service levels, first contact resolution, handling times and quality.
• Coach, mentor and develop Customer Experience Consultants through regular feedback and reviews.
• Ensure guests receive a high‑quality experience across phone, email and webchat.
• Manage team performance, absence and attrition while recognising great performance.
• Analyse trends in customer enquiries to improve workflows, efficiency and service.
• Oversee daily operations to achieve response and resolution SLAs.
• Act as escalation point for complex issues and support timely resolutions.
• Collaborate with managers and other teams to maximise productivity and guest experience.
• Build engagement through regular huddles, feedback, recognition and team activities.
• Embed consistent ways of working across locations and share knowledge.

Skills

People leadership

Coaching

Performance management

Data analysis

Communication

Problem solving

Stakeholder management

Job description

Are you a people-focused leader who loves creating brilliant customer experiences? We’re looking for a Customer Experience Team Leader to help our Guest Contact Centre teams perform at their best – combining hands‑on leadership, coaching and data‑driven decision‑making to deliver exceptional service for our guests.

Your mission

As our Customer Experience Team Leader, your mission is to lead, motivate and develop a high‑performing team of Customer Experience Consultants, ensuring our guests receive a consistently high‑quality experience.

You’ll play a key role in the day‑to‑day running of our Guest Contact Centre, using performance data and customer insight to improve service, productivity and ways of working. You’ll coach your team, tackle challenges head‑on and create an environment where people feel supported, engaged and motivated to succeed.

What You’ll Be Doing

• Lead the day‑to‑day performance of your team, monitoring individual and team KPIs including service levels, first case resolution, handling times, adherence and quality.
• Coach, mentor and develop Customer Experience Consultants through regular feedback, quality assessments and performance reviews.
• Ensure guests receive a high‑quality, professional experience across phone, email and webchat.
• Manage team performance, absence and attrition effectively while recognising and celebrating great performance.
• Analyse trends in customer enquiries and performance data to identify opportunities to improve workflows, efficiency and service.
• Oversee daily operations to ensure response and resolution SLAs are achieved.
• Act as the first escalation point for complex customer issues, supporting effective and timely resolutions.
• Collaborate with the Contact Centre Manager, Resource Planning, Trainers and other teams to maximise productivity and continuously improve the guest experience.
• Build engagement through regular huddles, feedback, recognition, incentives and team activities.
• Help embed consistent ways of working across teams and locations, sharing knowledge and best practice.

Who We’re Looking For

You’ll thrive in this role if you enjoy bringing out the best in people, solving problems and using data to turn insights into action. You’re comfortable in a fast‑paced environment, can adapt quickly when priorities change and know how to balance a great guest experience with strong operational performance.

We’re Looking For Someone Who Brings

• Proven experience supervising or leading day‑to‑day contact centre operations.
• A strong understanding of contact centre processes, performance management and service delivery.
• Great people management skills, with the ability to coach, mentor, motivate and develop others.
• Confidence handling complaints, escalations and difficult conversations.
• Strong communication and active listening skills, including the ability to recognise different customer needs and de‑escalate challenging situations.
• A hands‑on, structured and proactive approach to problem solving.
• The ability to work effectively in a dynamic and changing environment.
• A collaborative mindset and the ability to build strong relationships across teams.

How You’ll Make An Impact

• Lead an engaged, motivated and high‑performing team that consistently delivers for our guests.
• Improve guest experiences by coaching for quality, effective communication and first‑time resolution.
• Use performance data to proactively manage service levels, handling times, adherence, quality and productivity.
• Identify recurring issues and turn them into coaching opportunities, process improvements or longer‑term solutions.
• Champion consistent standards and ways of working across teams and locations.
• Create clarity for your team, set expectations and make informed decisions that deliver positive outcomes for both people and performance.

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

At Awaze, we bring holidays to life. With over 110,000 holiday homes across 25 countries, we’re Europe’s largest holiday rentals company. Our purpose is simple – to delight our guests and homeowners while building an inspiring place to work for our people.

Awaze A/S is part of Europe’s leading provider of holiday homes. The company operates more than 25 historical brands, including Cottages.com, NOVASOL, and Hoseasons.

You will be employed by Awaze A/S and work with the NOVASOL brand, which has the largest selection of holiday homes in Denmark and over 50,000 holiday homes across Europe.

Worth knowing

This position is full‑time (40 hours), temporary (12 months) and fully office‑based in Lowestoft. Our Contact Centres open Monday‑Sunday 9am-8pm, so full flexibility is essential for success in this role.

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.