Customer Experience Team Leader
Lead a high-performing team at the heart of our Guest Contact Centre, delivering exceptional service and shaping outstanding customer experiences across every interaction.
Your mission
As our Customer Experience Team Leader, your mission is to ensure consistently high-quality service delivery across all customer interactions while driving operational efficiency. You’ll lead, coach, and develop a team in a fast-paced contact centre environment, using data and insight to optimise performance, improve processes, and create seamless, positive experiences for our guests.
What you'll be doing
Own and deliver team performance against KPIs, ensuring consistent achievement of service and quality targets
Collaborate with Contact Centre Management and cross-functional teams to enhance service delivery and customer satisfaction
Analyse customer enquiry trends and performance data to identify improvements and optimise workflows
Lead, coach, and develop team members through regular feedback, quality assessments, and performance reviews
Oversee daily operations to ensure SLAs for response and resolution times are consistently met
Act as the first escalation point for complex customer issues, ensuring efficient and effective resolution
Who we’re looking for
You’ll thrive in this role if you enjoy leading from the front, using data to guide decisions, and creating an environment where people feel motivated to perform at their best.
We’re looking for someone who brings:
Proven experience managing or supervising contact centre operations
Strong people leadership skills with the ability to coach, mentor, and inspire teams
Confidence in handling customer complaints and complex conversations
A structured, solution-oriented mindset with a focus on continuous improvement
A collaborative and proactive approach to getting things done
It will be a bonus if you have experience working across multiple geographies or driving operational consistency at scale.
How you'll make an impact
Own and deliver team performance, ensuring KPIs and service standards are consistently achieved
Collaborate with training and support teams to keep knowledge bases accurate and up to date
Improve processes and implement efficiencies to enhance both customer and employee experience
Drive engagement through recognition, feedback, and team initiatives
Contribute to operational excellence and continuous improvement across the Contact Centre
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?
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.
- Department
- Commercial
- Role
- Customer Experience Team Leader
- Locations
- Malaga
Our Perks & Benefits
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🌴 Travel that inspires
All of our team members get exclusive travel discounts on over 100,000 properties across Europe - relax, recharge, and experience our product like a guest, gaining valuable insight along the way.
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🏆 Join a market leader
We are proud to be the leading managed vacation rental player in Europe. We operate well known brands with a strong heritage in over 25 countries and have more than 100,000 holiday accommodation choices.
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🌍 Other local benefits
Our benefits are adapted to each country we operate in, ensuring competitive, locally relevant support and perks wherever you're based.
What to expect from our hiring process
At Awaze, we know that applying for a new role is a big step - so we aim to make our hiring process as clear, respectful, and engaging as possible.
We believe hiring should be a two-way conversation. It’s just as much about you getting to know us, as it is about us learning more about you.
While the exact process can vary depending on the role, here’s what you can generally expect:
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1. Initial Conversation
We like to keep things relaxed, so we'll usually start with an informal call. This is a chance for us to get to know each other, learn about your background and interests, and give you a better sense of the role and Awaze as a whole.
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2. Interview Stage
If our initial conversation goes well, we will invite you for an interview. This stage will give us an opportunity to understand your skills and potential, and for you to explore whether Awaze, the culture and the role align with your ambitions.
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3. Additional Steps
Some roles may involve follow-up interviews, presentations or skills assessments. If that's the case, our team will talk you through every step, so you always know what to expect.