Customer Contact Leader

About the role

Belmond is looking for a Customer Contact Leader to inspire and guide a team that delivers warm, expert service from the first inquiry to the guest’s journey. Reporting to the Manager of Customer Contact, you will be the central figure ensuring high‑quality interactions and operational excellence.

Key responsibilities

• Coach and develop a high‑performing team through regular 1:1s, feedback and performance monitoring.
• Ensure every guest inquiry and reservation is handled with Belmond’s signature warmth and expertise.
• Own escalations, resolve challenges thoughtfully, and maintain service standards.
• Identify and propose continuous‑improvement opportunities.
• Foster open communication, keep the team informed on KPIs, call statistics and business goals.
• Act as Duty Leader during weekends, holidays and senior management absences.
• Promote an inclusive, collaborative workplace culture and uphold health‑and‑safety policies.
• Represent Belmond’s brand values—Care, Confidence, Curiosity, Community—in all actions.

Required profile

• Proven leadership experience in a customer‑contact environment.
• Track record of coaching high‑performing teams and driving a culture of excellence.
• Strong ability to manage escalations and deliver exceptional guest experiences.
• Commitment to continuous learning and professional development.

Required skills

What we offer

• Opportunity to lead a passionate team within a world‑renowned luxury hospitality brand.
• Professional development and coaching resources.
• Inclusive and celebratory workplace culture.