Customer Experience Team Leader

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?

If this sounds like the right next step for you, hit “Apply” and follow the instructions to submit your application. We tailor our recruitment process to each role to give both you and our hiring teams the best possible chance to assess whether this could be the start of a successful collaboration. You’ll hear from us shortly after we’ve reviewed your application.

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.