Supervisor, Contact Center

Travel + Leisure Co.; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Travel + Leisure Co. in London is seeking an experienced leader to coach and develop a team of Consumer Finance professionals, drive performance, and uphold accountability across customer interactions.

You’ll lead initiatives that improve service levels and resolve escalated issues in a fast-paced environment. You will monitor performance, provide regular feedback, and implement coaching strategies to drive results while ensuring compliance.

Qualifications

• Leadership or supervisory experience in a contact centre, customer service, collections, or consumer finance.
• Coaching and performance management capabilities.
• Experience handling escalated customer issues and delivering effective resolutions.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving abilities with a focus on continuous improvement.
• Experience in regulated or compliance-focused environments is advantageous.

Responsibilities

• Lead, coach, and develop a team of Consumer Finance professionals to achieve performance and service goals.
• Monitor team performance, provide regular feedback, and implement coaching strategies to drive results.
• Manage customer escalations and support the resolution of complex customer inquiries and concerns.
• Ensure service levels, quality standards, and compliance requirements are consistently achieved.
• Analyze performance trends and identify opportunities to improve processes, productivity, and customer satisfaction.
• Collaborate with cross-functional teams to deliver the best possible outcomes for customers and the business.
• Support workforce planning, recruitment, onboarding, and employee development initiatives.
• Foster a positive, engaged, and high-performing team culture.

Skills

Leadership

Coaching

Customer Service

Performance Mgmt

Escalations

Stakeholder Mgmt

Data Analysis

Regulatory Awareness

Tools

MS Excel

MS Word

MS Outlook

Job description

We Put the World on Vacation

Travel + Leisure Co. is the world's leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

This role is ideal for a people-focused leader who is passionate about coaching teams, improving performance, and creating a culture of accountability and success. You'll play a key role in supporting customer interactions, resolving escalated issues, and driving continuous improvement initiatives that contribute to both team and business objectives.

How You'll Shine

• Lead, coach, and develop a team of Consumer Finance professionals to achieve performance and service goals.
• Monitor team performance, provide regular feedback, and implement coaching strategies to drive results.
• Manage customer escalations and support the resolution of complex customer inquiries and concerns.
• Ensure service levels, quality standards, and compliance requirements are consistently achieved.
• Analyze performance trends and identify opportunities to improve processes, productivity, and customer satisfaction.
• Collaborate with cross-functional teams to deliver the best possible outcomes for customers and the business.
• Support workforce planning, recruitment, onboarding, and employee development initiatives.
• Foster a positive, engaged, and high-performing team culture.

What You'll Bring

We're looking for an experienced leader who can inspire teams, drive operational performance, and effectively manage customer relationships in a fast-paced environment.

Required Experience & Skills

• Previous leadership or supervisory experience within a contact center, customer service, collections, consumer finance, or related environment.
• Strong coaching, mentoring, and performance management capabilities.
• Experience handling escalated customer issues and delivering effective resolutions.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving abilities with a focus on continuous improvement.
• Ability to prioritize competing demands and thrive in a results-driven environment.
• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.
• Experience working within a regulated or compliance-focused environment is advantageous.

Why Join Travel + Leisure Co.?

At Travel + Leisure Co., you'll be part of a global organization that values teamwork, innovation, and professional growth. You'll have the opportunity to lead talented individuals, collaborate across multiple business functions, and make a meaningful impact on the experiences of our owners and customers. We are committed to developing our people, recognizing achievements, and creating an environment where associates can build rewarding and successful careers.

If you're a passionate leader with a commitment to customer excellence and team development, we'd love to hear from you.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you'll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what's next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.