Customer Experience Team Leader

Overview

Established Tour Operator, specialising in luxury adventure and expedition travel is looking to recruit a hands‑on, Customer Experience Team Leader. As a Customer Experience Team Leader, you'll lead the day‑to‑day delivery of empathetic, confident and solutions‑focused service across the full customer journey, managing workflow, coaching performance, resolving escalations and ensuring service standards remain consistently high.

This 12‑month maternity cover role is key to maintaining stability, confidence and continuity within the team, while acting as deputy to the Customer Experience Manager when required.

A UK‑based Tour Operator with a global team specialising in luxury adventurous trips to Antarctica, Patagonia and the Arctic. The team is innovative, knowledgeable, values‑led and driven and believes in protecting the planet while delivering extraordinary travel experiences.

• Lead the day‑to‑day delivery of empathetic, confident and solutions‑focused service across the full customer journey.
• Set the tone for client communication, role‑modeling warmth, clarity and expertise, especially during live travel and disruption.
• Manage workflow, coach performance, resolve escalations and ensure service standards remain consistently high.
• Act as deputy to the Customer Experience Manager when required.
• Develop people, lead from the front and strengthen trust in the brand through every customer interaction.

• Travel sector experience.
• Proven experience leading frontline service or operations teams of 5‑15+ members.
• At least two years managing and motivating staff, overseeing workflow and consistently delivering against defined performance standards.
• Strong understanding of pre‑departure processes, complex itineraries and customer care within adventure or experiential travel environments.

• 12‑month maternity cover role – potential future opportunities within the company.
• Base salary: £33,000 – £35,000 plus bonus.
• Annual holiday: 25 paid days, plus birthday and public holidays.
• Full‑time, 37.5 hours per week (Mon‑Fri, 07:00 – 22:00 GMT). Hours include one weekend per month on‑call with compensatory time off.
• Opportunity to travel to destinations based on business requirements.
• Annual International Togetherness Event.
• Monthly company bonus, company laptop, wellbeing support and a supportive, globally connected culture.

Attach your CV and follow the instructions. This vacancy is managed by the recruitment team. If this role is not a match, but you are interested in other opportunities, please submit your CV for consideration. Applicants must have full rights to work in the UK and be based in the UK for work.

We have a high volume of applications, so unfortunately we are unable to reply to unsuccessful applicants.