Customer Experience Team Leader

LGC; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the creative sector is seeking a Customer Experience Team Leader to enhance customer engagement and lead a dynamic team. This role involves overseeing the entire customer journey, ensuring exceptional service, and implementing feedback for continuous improvement. The ideal candidate will have a strong background in customer service and leadership, with a passion for delivering outstanding experiences.

Benefits

Fantastic training and development opportunities

Ongoing incentives to reward performance

Fun working environment with regular social events

Generous discount at London Graphic Centre

Qualifications

• 3+ years' experience in customer service, ideally in retail or e-commerce.
• Previous leadership or team supervisor experience.
• Strong communication skills and a proactive mindset.

Responsibilities

• Lead, mentor, and motivate the Customer Experience team.
• Handle complex issues and ensure brand values are reflected in interactions.
• Map and monitor the full customer journey for improvements.

Skills

Problem Solving

Communication

Organizational Skills

Tech-savvy

Tools

CRM Systems

Order Management Tools

Reporting Dashboards

Job description

What is the role?

We're growing - and fast. To help us build deeper relationships with our customers, we're looking for a Customer Experience Team Leader to take ownership of the entire customer journey across all channels.

This is more than a customer service role. You'll lead a small, agile team that handles everything from day-to-day support to proactive customer engagement. You'll be a voice of the customer in the business - championing insights, improving processes, and ensuring we deliver a consistent, premium experience that sets us apart in the creative sector.

What will you get from us?

• Fantastic training to help you complete your role and be the best you can be, with the option tocontinue your development into a more senior role, if you choose to progress within the business
• A great Team to work with where you can progress and make a difference at all levels
• Ongoing incentives to reward your performance
• Fun working environment with regular social events
• Eligible to join the enhanced pension scheme after 12 month's service but auto enrol after 3 month's service
• Generous discount at London Graphic Centre and the other brands within the Theo Paphitis Retail Group

What will your key responsibilities be?

• Lead, mentor, and motivate the Customer Experience team to deliver friendly, fast, and solutions-focused service
• Ensure every interaction - by phone, email, web, or social - reflects our brand tone and values
• Personally handle complex issues, complaints, and escalations with empathy and ownership
• Create a positive, collaborative team culture based on continuous learning, accountability, and customer-first thinking
• Map and monitor the full customer journey - identifying pain points and opportunities to surprise and delight
• Implement customer feedback loops (surveys, Trustpilot, etc.) and turn insights into improvements
• Report on key KPIs and customer sentiment - from response times and resolution rates to CSAT/NPS
• Collaborate with ecommerce, operations, and retail teams to improve cross-channel consistency
• Collaborate closely with the fulfilment team to ensure orders are processed and delivered accurately and on time - highlighting issues that may impact the customer experience
• Take ownership of service-level targets and refine internal processes to reduce friction
• Ensure online customer queries (including reviews and social comments) are responded to promptly and professionally
• Support the development of our B2B customer base through excellent service and proactive account management

What are we looking for from you?

• 3+ years' experience in customer service, ideally within retail or e-commerce
• Previous leadership or team supervisor experience
• A passion for great customer experiences and a natural instinct for problem solving
• Strong communication skills - confident, calm and clear in any situation
• Highly organised, with the ability to juggle multiple priorities and deadlines
• Tech-savvy - comfortable with CRM systems, order management tools, and reporting dashboards
• A proactive mindset, always looking for ways to improve the way we do things

Who are we and why us?

London Graphic Centre has been serving the UK's design and arts communities since 1973. Trends are constantly changing in the ever-growing art and design world and we take pride in moving with those trends.

London Graphic Centre is part of the Theo Paphitis Retail Group, which comprises London Graphic Centre, Ryman, Robert Dyas and Boux Avenue.

We are a people oriented Company made up of a diverse mix of talented people in a variety of roles, which thrives on supporting colleagues by providing them with the knowledge, tools, policies and procedures to excel in their role. We are committed to providing our colleagues with development opportunities, job satisfaction and of course some fun whilst working!

The London Graphic Centre is an equal opportunities employer. Our policy is to recruit a diverse workforce and follow the guidelines of the Equality Act. Our mission is to welcome everyone and create inclusive teams. We celebrate difference, encourage everyone to join us, and be themselves at work.