Customer Experience Team Leader
Are you a people-focused leader who thrives on developing teams and delivering exceptional customer experiences? At Awaze, we're looking for a Customer Experience Team Leader to inspire and support our Guest Contact Centre team in Malaga, helping us create amazing holiday experiences for our guests.
Your mission
As our Customer Experience Team Leader, your mission is to lead, coach and motivate a team of Customer Experience Consultants to deliver outstanding guest service. You'll create an engaging, high-performing environment where your team feels empowered to succeed, while ensuring we consistently meet our service and quality standards. Working closely with the Contact Centre Manager and other teams, you'll play a key role in improving performance, driving operational efficiency and making every guest interaction count.
What you'll be doing
Lead, coach and develop your team through regular feedback, quality assessments and performance reviews.
Monitor team performance against key KPIs, identifying opportunities to improve service quality, productivity and efficiency.
Oversee daily contact centre operations, ensuring guests receive timely, professional support across phone, email and webchat.
Act as the first point of escalation for complex guest enquiries, supporting your team in finding effective solutions.
Build a positive, collaborative team culture through recognition, engagement activities and open communication.
Work closely with Resource Planning, Training and other departments to improve processes, share knowledge and deliver consistent ways of working.
Who we're looking for
You'll thrive in this role if you're a natural people leader who enjoys bringing out the best in others. You're comfortable making decisions, solving problems and keeping your team motivated in a fast-paced environment.
We're looking for someone who brings:
Proven experience leading or supervising a team within a contact centre or customer service environment.
Strong coaching and people management skills, with a passion for developing others.
A good understanding of contact centre operations, performance management and service delivery.
Confidence in handling escalations, resolving complaints and managing difficult conversations.
An analytical and proactive mindset, using data and insights to drive improvements.
A collaborative, adaptable and hands-on approach, with the ability to thrive in a changing environment.
How you'll make an impact
Build an engaged, motivated and high-performing team where people feel supported and empowered.
Deliver consistently excellent guest experiences, improving quality scores and first-contact resolution.
Drive operational performance by achieving service levels, handling time and productivity targets.
Identify opportunities to simplify processes, improve efficiency and create better ways of working.
Collaborate across teams to share best practices and continuously improve the guest experience.
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
- Location
- 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.