Customer Experience Team Lead

Treatwell; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading online salon booking platform in London is seeking a Customer Experience (CX) Team Lead to enhance service quality and support direct customer interactions across various channels. This hands-on role requires strong leadership skills and the ability to identify process improvements. The ideal candidate will have experience in customer service and team management. This position offers the opportunity to significantly influence the company's public image and commercial performance.

Qualifications

• Experience in customer service or related field.
• Strong leadership and team management skills.
• Excellent communication skills across various platforms.

Responsibilities

• Lead the Customer Experience Team and ensure top-quality service.
• Support direct customer interactions through multiple channels.
• Identify and drive improvements in existing processes.

Job description

Overview

The Customer Experience (CX) Team Lead is responsible for delivering exceptional service to salon partners and end customers, overseeing front-line operational support. As a hands-on Team Lead, you’ll not only lead a team but also support direct customer interactions through chats, calls, emails, and social media - ensuring communication is efficient, scalable and top quality. You will report directly to the CX Operations Manager and be part of an international team. One of your key tasks will be to identify areas for improvement in existing processes and drive sustainable optimisations. To achieve this, a team will be built that significantly influences the company's public image and commercial performance.