Assistant Team Leader - Customer Experience

Company Description

Luxury Escapes is one of the world\’s fastest growing travel businesses, reaching up to 7 million subscribers each month with exclusive limited time offers at \’insider\’ prices. We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community. Awarded as one of the \’Best Places to Work’ by the AFR; employee experience is king here, with lunches provided 5 days a week, the opportunity to experience the travel we offer and significant professional development opportunities – we go above and beyond to make every workday something to look forward to!

Job Description

We are seeking experienced full time Assistant Team Leader to join our exceptionally talented Customer Experience team.

You Will Be Responsible For

• Partner with Team Leaders to drive agent performance, quality and productivity in line with business KPIs.
• Motivate and coach teams to maximise sales opportunities across LE products and services.
• Deliver regular team communications and weekly performance updates.
• Co‑own Sales and Customer Service processes and contribute to continuous improvement initiatives.
• Conduct agent observations, coaching, feedback and quality assurance reviews.
• Manage customer escalations, complaints, booking amendments, credits, promo codes and refunds.
• Support day‑to‑day operations of the UK and Europe Customer Experience teams, including case distribution and workload management.
• Ensure timely customer responses and effective case management, including coverage during leave.
• Maintain accurate reporting, process updates, product rollouts and people performance updates.
• Develop, maintain and improve knowledge articles, training materials and process documentation.
• Actively review customer feedback and implement improvements to service, systems and processes.
• Provide practical, customer‑focused solutions to complex business challenges.
• Contribute to leadership meetings with insights on performance, risks and improvement opportunities.
• Build and maintain strong knowledge of LE products, promotions and services to support customer retention.
• Support cross‑team initiatives and projects as required.

Qualifications

• Strong people management, coaching and mentoring capability
• Excellent analytical, problem‑solving and decision‑making skills
• Proven ability to influence outcomes and identify alternative solutions
• Previous experience in the travel industry (e.g. customer support, bookings or front office)
• Clear, confident written and verbal communication skills
• Strong customer focus with the ability to build loyalty through exceptional service
• Comfortable working in a fast‑paced, high‑pressure environment and consistently meeting KPIs
• Ability to quickly learn and retain knowledge of LE products, promotions, services and pricing
• High attention to detail and strong written etiquetteProficient typing skills (touch typing preferred) and ability to manage multiple conversations and queues
• Demonstrated ability to identify issues quickly and communicate clear solutions in a positive, constructive way

What\’s in it for you?

• Exceptional earning potential.
• Flexible hours and weekend work.
• First‑class health and well‑being program, with breakfast and lunch provided five days a week, plus an exceptional Employee Assistance Program.
• Be part of our growth story in the UK.
• Fun and flexible working environment.
• Opportunity to experience the travel we sell through famils.
• A fun, dynamic environment with a collaborative team.
• Generous staff discount and birthday leave!

If you’re interested in the role but don’t check every box, apply anyway, we’d love to hear from you!

We embrace diversity in our people and make hiring decisions based on your experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You\’ll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview.

As a 2026 Circle Back Initiative employer, we’re committed to responding to every applicant.