Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team to deliver exceptional customer service and optimise processes.
- Company: Join a dynamic company focused on enhancing customer experiences.
- Benefits: 28 days holiday, monthly vouchers, mental health support, and great perks.
- Why this job: Make a real impact by improving customer interactions and leading a passionate team.
- Qualifications: Strong communication skills and proven experience in customer-facing roles.
- Other info: Be part of an inclusive team that values diversity and growth.
The predicted salary is between 36000 - 60000 £ per year.
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.
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 Opportunities
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.
#J-18808-Ljbffr
Customer Experience Team Lead employer: Treatwell
Contact Detail:
Treatwell Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Lead
✨Tip Number 1
Get to know the company inside out! Research Treatwell's values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be leading a team and interacting with customers, being clear and engaging is key. Try role-playing common scenarios with a friend to boost your confidence.
✨Tip Number 3
Show off your leadership style! Be ready to share examples of how you've motivated teams in the past. Think about specific situations where you turned challenges into successes—this will really impress the interviewers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you note. It’s a great way to reiterate your interest in the role and keep you fresh in their minds. Plus, it shows you’re proactive!
We think you need these skills to ace Customer Experience Team Lead
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let us see your enthusiasm for delivering exceptional service. Share specific examples of how you've gone above and beyond for customers in the past. We love to hear about your experiences!
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences that align with the Customer Experience Team Lead role. Use keywords from the job description to show us you understand what we're looking for.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Make it easy for us to see why you're a great fit for the team!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Treatwell
✨Know the Company Inside Out
Before your interview, make sure you research the company thoroughly. Understand their values, mission, and the specifics of their customer experience approach. This will not only help you answer questions more effectively but also show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Customer Experience Team Lead, you'll need to demonstrate your leadership abilities. Prepare examples from your past experiences where you've successfully led a team, resolved conflicts, or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Ready to Discuss KPIs
Since monitoring and analysing key performance indicators is a big part of the role, be prepared to discuss how you've used data to drive improvements in customer service. Bring specific examples of KPIs you've tracked and how they influenced your decision-making.
✨Emphasise Your Customer-Centric Approach
In this role, understanding both salon owners' and customers' perspectives is crucial. Be ready to share instances where you've gone above and beyond to enhance customer satisfaction. Highlight your empathy and adaptability in fast-paced environments to show you're the right fit for the team.
