Customer Care Team Leader

Regular Edinburgh International business Other Job

Update

Job Description

Since 2014, ’s Customer Support Centre has expanded to include 15 global customer support centres worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travellers around the world.

With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price.

We are looking for a passionate Customer Service Team Leader to lead, coach, and inspire a team of advisors in our Edinburgh office. You will drive world‑class customer service, support performance and development, and create an engaged, high‑performing team environment. Using data and insight, you’ll remove barriers to success and help your team deliver our mission and values every day.

• Manage the performance and development of team members using effective leadership and performance management tools
• Coach, motivate, and develop advisors through regular one-to-ones and feedback
• Use performance data to identify coaching opportunities and recognise success
• Lead team huddles, ensuring quality and performance are key drivers
• Promote a culture of continuous improvement
• Act as first point of contact for escalated issues, ensuring timely and satisfactory resolution
• Remove barriers that prevent advisors from delivering excellent customer service
• Manage team rotas and support clear, effective communication
• Maintain strong customer relationships through quality service and efficiency
• Take ownership of team engagement and satisfaction
• Act as a role model for  values
• Stay up to date with promotions, initiatives, and company policies

• At least 2 years’ experience in a Team Leader, Supervisory, or Managerial role
• Fluent in written and spoken English
• Passion for delivering high levels of service and results
• Proven experience coaching or leading people
• Strong communication and active listening skills
• Ability to handle complex conversations sensitively
• Confident facilitating team discussions and meetings
• Strong time management, problem‑solving, and organisational skills
• Proficient in Microsoft Excel and Word
• Open and approachable leadership style
• Strong coaching and motivational skills
• Ability to build high‑performing, engaged teams
• Confident using data and insights to drive performance
• Commitment to developing others and supporting career growth
• Travel and Tourism industry experience

• Travel and Tourism industry experience
• Multilingual skills

• Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
• 33 days annual leave (including bank holidays)
• 3 extra days for parents/guardians, plus long service leave after 10+ years
• $600 USD in Trip Coins annually to spend on your next adventure
• Performance bonuses & $450 USD refer‑a‑friend scheme
• Health cash back plan for dental, optical, physiotherapy, massages & more
• Employee Assistance Program, wellbeing support & enhanced sick pay
• Enhanced family policies (maternity, paternity & adoption)
• Life insurance worth 4x your annual salary
• Hybrid working options (based on performance)
• Free on‑site gym or discounted memberships at Nuffield Health & Pure Gym
• Continuous learning & genuine career development opportunities
• Birthday & service anniversary celebrations with gift cards and cake
• Regular team events, social activities, and recognition programmes.
• Fun team days with seasonal and cultural celebrations, work anniversaries, games, prizes, awards, free lunches and sweet treats!

At , our culture is all about people, we're a truly global and multicultural workforce with team members from over 30 countries. We strive to foster a workplace where everyone feels valued, supported, and inspired to grow. We enable you to unleash your full potential and make impact. With a real commitment to internal progression and promotion, your  journey could take you anywhere, many of our senior leaders started with us in this very role!

Find out more job opportunities at