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.

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
• Own the day-to-day performance of inbound customer support
• Handle complex customer escalations with sound judgement
• Identify trends in customer feedback and drive improvements
• Own key CX metrics including SLA, CSAT, quality and productivity
• Analyse performance data to identify opportunities for improvement

Experience:

• 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