Customer Experience Consultant
Play a key role in shaping an exceptional customer journey by delivering efficient, supportive service to our valued guests. Join us in this fast-paced and rewarding contact centre role!
Your mission
As our Customer Experience Consultant, your mission is to delight our guests at every touchpoint. You’ll provide outstanding support across phone and digital channels, resolving queries quickly and professionally while ensuring we meet quality, process and legislative standards.
What you'll be doing
• Handle customer queries via telephone, email and web chat
• Build rapport with guests, understanding their needs and resolving queries efficiently
• Manage a wide range of enquiries, from general booking questions to complex relocation cases
• Aim for first contact resolution while maintaining high quality and compliance standards
• Work in a fast-paced, targeted contact centre environment
• Accurately update systems and maintain detailed customer records
Who we’re looking for
You’ll thrive in this role if you’re energised by helping people, enjoy working towards targets and take pride in delivering excellent customer service. You’re resilient, organised and passionate about creating positive holiday experiences.
We’re looking for someone who brings:
• A passion for building relationships with customers
• Excellent written and spoken communication skills
• Strong organisational skills with meticulous attention to detail
• The ability to thrive in a targeted, fast-paced environment
• A customer-first mindset in everything you do
• Confidence using computer systems and learning new data platforms
• Ideally, experience working in a contact centre (not essential)
• A genuine passion for travel, particularly UK holidays
How you'll make an impact
• Deliver high-quality, efficient resolutions that exceed guest expectations
• Increase first contact resolution across multiple channels
• Contribute to team targets and overall contact centre performance
• Ensure compliance with internal processes and legislative requirements
• Represent our trusted brands with enthusiasm and professionalism
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 join a dynamic, high-energy team passionate about delivering world-class customer experiences.
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:
• Competitive salary
• 25 days holiday plus bank holidays (pro-rata)
• Great travel discounts across our brands
• Access to Perkbox – from free monthly treats to discounts with top brands
• Development and internal progression opportunities within Europe’s largest managed holiday rental company
• Access to MetLife for expert guidance and specialist personal support
• Long service rewards and refer-a-friend bonus
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 offered on an annualised hours contract. Your hours are calculated across the year, meaning you’ll work more during peak periods and fewer during quieter times, with your pay spread evenly throughout the year. This position is full-time (40 hours), temporary (6 months from November), and based fully from our Lowestoft Contact Centre - 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.
- Department
- Commercial
- Role
- Customer Experience Consultant
- Location
- Lowestoft
- Salary
- £28,019.56/year
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.