At a Glance
- Tasks: Lead customer experience and ensure homeowners feel valued and supported.
- Company: Join August, a leading luxury holiday home platform in Europe.
- Benefits: Competitive salary, bonus potential, hybrid work, and wellness programmes.
- Other info: Enjoy a supportive team culture with opportunities for growth and travel.
- Why this job: Make a real impact on homeowner experiences in a dynamic environment.
- Qualifications: 5+ years in customer experience, strong leadership, and excellent communication skills.
The predicted salary is between 47500 - 50000 £ per year.
Permanent - Immediate Start
Reporting to: Head of Customer Experience
Location: Bloomsbury, London | Full-time, permanent | Hybrid (3 days in office)
Salary: £47,500 - £50,000 base salary, plus up to £5,000 annual bonus tied to personal and company performance
About August
August is a full-service real-estate development and lifestyle company, based in London and specialising in luxury holiday home collections across Europe. Our collections are distinct from one another, each rooted in the architectural style, natural environment, and culture of its location. We give families the joy of owning beautifully designed holiday homes across Europe, without the complexity.
Founded in 2018, August has grown into the leading lifestyle holiday home platform in Europe, operating across 11 markets including Tuscany, the French Alps, Mallorca, Paris, London, and the Cotswolds. Our homes are designed by Studio RL and cared for year-round, so that everything our homeowners experience feels effortless.
The Role
We're looking for a Customer Experience Lead to take ownership of how our homeowners experience August every day - from their first conversation with our team to the moment they arrive at their home. This is a permanent role. Reporting to the Head of Customer Experience, you'll be ultimately responsible for all operations and communications that touch our homeowners: the way we talk to them, the way they book and enjoy their homes, the concierge service that supports them, and the team that delivers it all. It's a hands‐on role in a fast‐moving company. You'll lead with confidence while staying close to the detail - equally happy setting direction for the team and rolling up your sleeves to look after a homeowner personally when it matters.
What You'll Do
- Homeowner relationships and communications
- Own all inbound and outbound homeowner communications – making sure every message is timely, clear, considered and consistently on‐brand across every channel.
- Nurture relationships with homeowners, building and protecting a strong sense of community.
- Take direct responsibility for complex requests – resolving concerns calmly, professionally, and with genuine care.
- Make sure newsletter updates and peak‐period communications are seamless and well‐coordinated.
- Bookings and points
- Oversee the day‐to‐day running of the booking and points system: the mechanism through which homeowners book their stays. Making sure that we're keeping it fair, smooth, and seamless for all.
- Manage home release schedules, and bookings across both current and newly launched homes.
- Partner with the Product team to resolve issues, improve the system, and use data to inform how we make it better.
- Homeowner operations
- Work with our Property Operations team to support any issues or requests, both ahead or during a stay. Ensuring that we're rectifying challenges and communicating clearly and promptly.
- Ensure that the gifting policy is being managed to elevate homeowner stays, and go the extra mile.
- Team management
- Manage, support, train, and develop the HX team (currently two) – setting clear expectations, coaching regularly, and creating space for people to grow.
- Develop ways of working that improve the team's efficiency without ever compromising the homeowner experience.
- Work with the Board team to support with any communications and data required for meetings.
- Feedback, resolution, and insight
- Track, triage, and resolve homeowner feedback, collaborating across teams to drive continuous improvement – sharing any trends to the Board team where appropriate.
- Handle compensation resolutions for negative experiences fairly and consistently, always with the homeowner's satisfaction in mind.
About You
- You've built your career in customer experience – ideally within hospitality, real estate, or a premium service environment. You know what excellent looks like, and you know how to build a team that delivers it.
- 5+ years in client relationship management, or guest experience, or operations management, with a proven track record of delivering high‐quality service.
- Experience in a start‐up or scale‐up environment.
- A natural and confident people leader, with real experience managing and developing small teams.
- An excellent communicator – clear, warm, and professional in writing and in person.
- Exceptionally organised, with sharp prioritisation skills and a careful eye for detail across communications, booking and points systems, and reporting.
- A calm, considered decision‐maker – comfortable resolving conflict and handling complexity and ambiguity.
- Tech‐savvy – familiarity with Monday.com, HubSpot, Mailchimp, Figma, or Google Sheets is a bonus.
Hours and Package
- Working hours: Monday to Friday, 9 am–6 pm, with the occasional need to work a Saturday to support homeowner needs. We'll always give plenty of notice and balance it with time off.
- Location: Bloomsbury, London, with hybrid flexibility – 3 days in the office, 2 from home. (Office Days Monday, Wednesday and Friday)
- Salary: £47,500–£50,000 base, plus up to £5,000 annual bonus tied to personal and company performance.
- Travel: Frequent travel to and from Europe to visit the homes during dedicated maintenance weeks.
- Pension: Automatic enrolment into the company pension scheme.
- Equipment: A company‐provided laptop and tech setup, to help you achieve a high standard of work.
- Time to switch off: A full company closure over Christmas, plus Summer Fridays and selected early finishes throughout the year.
- Wellbeing: Health Assured Employee Assistance Programme, weekly team building, and a diverse, supportive, and inclusive team.
- Start date: ASAP.
Our Values
- Urgency – We act promptly, purposefully, and efficiently.
- Excellence – We set a high bar and raise it constantly.
- Resourcefulness – We embrace challenges and find creative solutions.
- Ownership Mindset – We take pride and accountability in everything we do.
- Openness – We communicate honestly and constructively.
- Kindness – We collaborate generously and always act with care.
Customer Experience Lead in London employer: August
August is an exceptional employer that prioritises employee growth and a supportive work culture, offering a hybrid working model in the vibrant Bloomsbury area of London. With a focus on excellence and resourcefulness, employees enjoy competitive salaries, performance bonuses, and a range of wellbeing initiatives, all while being part of a dynamic team dedicated to delivering outstanding customer experiences in the luxury holiday home sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at August. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like August before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to August:Your cover letter is your chance to shine! Tell us why you want to work at August specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at August!
How to prepare for a job interview at August
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
