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- Tasks: Lead and develop a high-performing customer experience team to deliver exceptional support.
- Company: Fast-growing direct-to-consumer brand based in Central London.
- Benefits: Competitive salary up to £55,000, hybrid work model, and career growth opportunities.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic environment.
- Qualifications: 2-3+ years of experience leading customer support teams and managing performance metrics.
- Other info: Hands-on leadership role with opportunities for process improvement and team development.
The predicted salary is between 33000 - 77000 £ per year.
This role is based Hybrid in Central London 4 days a week on site (Non-Neg) with a Salary up to £55,000 per annum. A fast-growing direct-to-consumer brand is looking for a Customer Experience Lead to run and scale its inbound customer support operation. This is a hands-on leadership role where you’ll take ownership of the day-to-day performance of the CX team, lead managers and frontline specialists, and ensure customers consistently receive exceptional support. If you enjoy building high-performing teams, improving processes and delivering outstanding customer experiences, this role offers the opportunity to make a real impact in a growing business. You’ll report to the Head of Customer Experience and lead a team supporting customers across phone, email, chat and social channels. You’ll be responsible for both operational performance and team development, ensuring the support function scales effectively as the business grows.
Key Responsibilities
- Team Leadership
- Lead and develop CX Managers and frontline teams
- Build a high-performing, accountable and motivated team culture
- Coach managers to drive performance and engagement
- Operational Performance
- Own the day-to-day performance of inbound customer support
- Ensure service levels, quality and productivity targets are consistently met
- Manage staffing, scheduling and workload planning
- Customer Experience Excellence
- Handle complex customer escalations with sound judgement
- Maintain high service standards across all channels
- Identify trends in customer feedback and drive improvements
- Data & Performance
- Own key CX metrics including SLA, CSAT, quality and productivity
- Analyse performance data to identify opportunities for improvement
- Introduce scalable processes that improve efficiency and service quality
You’re an experienced CX leader who knows how to build and motivate high-performing support teams. You bring a strong operational mindset, a data-driven approach, and the ability to stay calm and decisive when handling complex situations.
You’ll likely have:
- 2–3+ years leading customer support or CX teams
- Experience managing managers or senior team members
- Strong ownership of performance metrics and KPIs
- A proven track record of improving service quality and team performance
- Excellent judgement when managing escalations and customer issues
CX Lead in London employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CX Lead in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on social media. You never know who might have the inside scoop on a CX Lead role or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience leadership. Think about your past experiences and how they align with the responsibilities of the role. We want you to shine when discussing your approach to team development and operational performance!
✨Tip Number 3
Showcase your data-driven mindset! Be ready to discuss how you've used metrics to improve service quality and team performance in previous roles. This will demonstrate your strong ownership of performance metrics, which is key for a CX Lead.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace CX Lead in London
Some tips for your application 🫡
Show Your Leadership Skills: In your application, make sure to highlight your experience in leading and developing teams. We want to see how you've built high-performing cultures and coached managers to drive performance. Share specific examples that demonstrate your ability to motivate and engage your team!
Focus on Customer Experience: Since this role is all about delivering exceptional customer experiences, we recommend you showcase your understanding of CX principles. Talk about how you've handled complex customer escalations and improved service quality in your previous roles. We love seeing candidates who are passionate about making a real impact!
Be Data-Driven: We’re looking for someone with a strong operational mindset, so don’t forget to mention your experience with performance metrics and KPIs. Share how you've used data to identify trends and drive improvements in customer support. This will show us that you can bring a strategic approach to the role!
Apply Through Our Website: Finally, make sure to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Cactus Search
✨Know Your CX Metrics
Before the interview, brush up on key customer experience metrics like SLA, CSAT, and quality scores. Be ready to discuss how you've used these metrics in your previous roles to drive performance and improve service quality.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership approach. Talk about how you've built high-performing teams and coached managers to enhance engagement and accountability. This will demonstrate your hands-on leadership style, which is crucial for this role.
✨Handle Complex Scenarios
Think of a few challenging customer escalations you've managed in the past. Be ready to explain your thought process and the outcomes. This shows your ability to stay calm and decisive under pressure, which is essential for a CX Lead.
✨Emphasise Process Improvement
Discuss any initiatives you've led to introduce scalable processes that improved efficiency. Highlight specific examples where you identified trends in customer feedback and implemented changes that enhanced the overall customer experience.