Customer Experience Team Lead

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.

Overview What You'll Do

• You hire, train and lead a team of CX specialists.
• You proactively identify areas where we can improve processes to enhance the experience for customers and salon partners.
• You monitor and analyse key KPIs and track your team's successes and areas for improvement.
• You train and develop your CX specialists, give continuous feedback, and help them reach their full potential.
• You manage any backlog, understand inquiry volume, and assign the right resources to resolve tickets quickly.
• You support onboarding and daily use of third-party tools.
• Get hands-on in the operation - you're visible, engaged, and lead by example.

About You

• You're a strong communicator.
• You're a positive leader who motivates and lifts the team to the next level.
• You think analytically and use data to make informed decisions.
• You're comfortable delegating and earning the trust of your team.
• You have proven experience in a customer-facing environment across multiple communication channels.
• You're results-driven and always striving to raise the bar and meet targets.
• You're customer-focused and empathetic-you can see things from both the salon owners' and customers' perspectives.
• You're adaptable and ready to thrive in a fast-changing environment.
• You have proven experience in leading a team.

Benefits

• 28-days holiday, plus bank holidays
• Monthly £40 Treatwell vouchers so you can treat yourself too
• Mental health support through our partnership with Plumm
• Benefits platform offering cycle to work scheme, high street discounts and other perks
• A beneficial pension scheme and enhanced parental pay & leave policy

Equal Ops

Treatwell is an 'Open to All' employer and warmly welcomes everybody to the team. We are committed to making reasonable adjustments to the recruitment process as required. Please add any adjustment requests to your application.