Are you a people-focused leader who enjoys coaching teams, improving performance and creating brilliant customer experiences? We’re looking for an Owner Experience Team Leader to help our Owner Experience team deliver consistently high-quality support to the homeowners who choose Awaze to manage their holiday properties.

Your mission

As our Owner Experience Team Leader, your mission is to ensure our owners receive a consistently high-quality experience whenever they contact us. You’ll lead the day-to-day performance of the team, coach and develop colleagues, monitor key performance indicators and help make sure our Owner Service and Retention operations run smoothly and efficiently.

You’ll combine hands-on people leadership with a strong focus on service, performance and continuous improvement, creating an environment where colleagues feel supported, recognised and accountable for delivering great results.

What you'll be doing

• Lead the day-to-day operation of the Owner Experience teams, ensuring owner enquiries are handled professionally and service levels for response and resolution are achieved.

• Monitor individual and team performance across key measures including service levels, first case resolution, handling times, adherence, quality, engagement and churn.

• Coach, mentor and develop team members through regular feedback, quality assessments and performance conversations.

• Act as the first escalation point for complex or sensitive owner issues, resolving them calmly, professionally and efficiently.

• Analyse trends in owner enquiries and performance data to identify opportunities to improve processes, workflows and service quality.

• Work closely with the Head of Owner Experience, providing regular performance updates and identifying ways to improve productivity and reduce downtime.

• Create an engaging team environment through recognition, feedback sessions, team huddles, incentives and activities.

• Manage absence, attrition and performance-related matters effectively while maintaining a positive and supportive working environment.

• Ensure the team follows relevant regulations, data protection requirements and internal policies for owner interactions and data handling.

Who we’re looking for

You’ll thrive in this role if you enjoy getting the best from people, are comfortable making decisions using data and can balance excellent service with operational efficiency. You’ll be someone who stays calm when things get busy, enjoys solving problems and is always looking for practical ways to make things better.

We’re looking for someone who brings:

• Proven experience supervising or leading day-to-day operations.

• Knowledge of contact centre operations, performance management and service delivery.

• Strong people-management skills, with the ability to coach, mentor and motivate a team.

• Confidence handling complaints, escalations and difficult conversations.

• A structured, hands-on approach to problem solving and continuous improvement.

• Strong communication skills, with the ability to listen actively and communicate clearly and empathetically.

• Comfort using technology and systems to improve efficiency and service.

• The ability to adapt quickly and perform effectively in a dynamic and changing environment.

• A collaborative approach, building strong relationships across teams to achieve shared goals.

How you'll make an impact

Your success will be seen in both the experience our owners receive and the performance and engagement of your team. You’ll:

• Build an engaged, motivated team where colleagues feel supported, recognised and accountable.

• Improve owner experience by coaching behaviours that reduce repeat contact and increase first-time resolution.

• Deliver strong performance against service, quality, productivity and engagement measures.

• Use owner feedback, frontline insight and performance data to identify opportunities for coaching and service improvement.

• Create greater consistency in ways of working by embedding agreed processes and standards across the function.

• Help colleagues build their skills, confidence and ownership of their development.

• Balance service quality with operational efficiency, understanding how team performance affects cost, productivity and owner retention.

• Work across Awaze to remove barriers, improve processes and deliver better outcomes for our owners.

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

• Flexible hybrid working – with the autonomy to work how you work best

• 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 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, 12 months FTC and based fully out of our Lowestoft office (Trinity House, Riverside Road, NR33 0SW).

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.