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. You’ll manage workflow, coach performance, resolve escalations and ensure 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. It is a team of innovative, knowledgeable, values‑led and driven people who know their customers can use their extraordinary travels and protect the planet. They are now growing their team again and strive to continue to be game‑changers in the Travel Industry.

This is a visible, hands‑on leadership role at the heart of the company's customer experience.

• 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, particularly 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 ensure every customer interaction strengthens trust in the brand.

• Travel sector experience.
• Proven experience leading frontline service or operations teams (5–15+ team members).
• At least two years’ experience managing and motivating staff, overseeing workflow, and consistently delivering against defined performance standards.
• Experience working within a travel agency, tour operator, or expedition travel business, with a strong understanding of pre‑departure processes, complex itineraries, and customer care within adventure or experiential travel environments.

• 12‑month maternity cover role (with potential future opportunities).
• Base Salary: £33,000 – £35,000 plus bonus.
• Holiday: 25 paid days, plus birthday and public holidays.
• Full‑time, 37.5 hours per week, shifts 07:00–22:00 GMT, Monday‑Friday with a planned rota; majority of shifts within standard business hours, some earlier or later shifts to support global customers; 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.
• Supportive, globally connected culture where balance and belonging matter.

Follow the instructions to apply, attaching your CV. This vacancy is being managed by (url removed) / (phone number removed). Not right for this role, or this role not right for you, but keen to further your career in the Travel Industry? We have a variety of different opportunities so do submit your CV to us! You 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.