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- Tasks: Lead a dynamic team to enhance customer experiences across all channels.
- Company: Join London Graphic Centre, a creative hub since 1973, part of the Theo Paphitis Retail Group.
- Benefits: Enjoy fantastic training, a fun work environment, and generous discounts after 12 months.
- Why this job: Make a real impact in a supportive culture that values your insights and growth.
- Qualifications: 3+ years in customer service with leadership experience; strong communication and problem-solving skills required.
- Other info: We celebrate diversity and encourage everyone to be themselves at work.
The predicted salary is between 36000 - 60000 £ per year.
We are growing - and fast. To help us build deeper relationships with our customers, we are 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 will lead a small, agile team that handles everything from day-to-day support to proactive customer engagement. You will 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 to continue 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 months' service but auto enrol after 3 months' 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.
Customer Experience Team Leader employer: LGC
Contact Detail:
LGC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Leader
✨Tip Number 1
Familiarise yourself with the customer journey in retail and e-commerce. Understanding how customers interact with different channels will help you demonstrate your ability to lead a team that enhances these experiences.
✨Tip Number 2
Showcase your leadership skills by discussing specific examples of how you've motivated and developed a team in previous roles. Highlighting your experience in creating a positive team culture will resonate well with us.
✨Tip Number 3
Be prepared to discuss how you've used customer feedback to drive improvements in service. We value insights that lead to actionable changes, so think of examples where you've successfully implemented feedback loops.
✨Tip Number 4
Research our brand values and tone of voice. Being able to articulate how you would ensure every customer interaction reflects these values will set you apart as a candidate who truly understands our mission.
We think you need these skills to ace Customer Experience Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and leadership. Use specific examples that demonstrate your ability to lead a team and improve customer experiences.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and problem-solving. Mention how your values align with the company's mission and how you can contribute to their goals.
Showcase Relevant Skills: Emphasise your strong communication skills and tech-savviness. Provide examples of how you've used CRM systems or reporting tools to enhance customer service in previous roles.
Demonstrate Leadership Experience: Highlight any previous leadership or supervisory roles you've held. Discuss how you motivated teams and improved processes, showcasing your proactive mindset and ability to juggle multiple priorities.
How to prepare for a job interview at LGC
✨Showcase Your Leadership Skills
As a Customer Experience Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on your mentoring style and how you foster a positive team culture.
✨Understand the Customer Journey
Familiarise yourself with the concept of the customer journey and be ready to discuss how you would map and improve it. Think about specific pain points you've identified in previous roles and how you addressed them to enhance customer satisfaction.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about complex customer issues you've handled. Prepare a few scenarios where you demonstrated empathy and ownership while resolving complaints, highlighting your problem-solving skills and ability to remain calm under pressure.
✨Demonstrate Your Passion for Customer Experience
Convey your enthusiasm for creating exceptional customer experiences. Share insights on how you stay updated with industry trends and how you can bring innovative ideas to the role that align with the company's values and mission.
