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Customer Experience Lead

3 months ago

London, Greater London, United Kingdom BOOTS Full time
Customer Experience Lead

Vacancy closing date: 14th June 2024

Recruitment Partner:
Emily Smith-Kenny


We have a new and exciting opportunity for a Customer Experience Lead to join our Customer Operations Team, and become an expert in our Contact Lens Reward Plan (CLRP).


Reporting into the Customer Operations Manager, you will provide support to Partners within the business, and will have internal line management responsibilities for a team of Customer Liaison Specialists, who manage all customer communications via written, verbal and social interaction.

About the role


You will receive training on all aspects of the CLRP, with a view to provide 'Train the Trainer' support to Partners, ensuring that they are well equipped to deliver an enhanced customer experience and commercial performance to customers on the plan.


Responsibilities of the role include:

  • Supporting external partners with on-site training.
  • Supporting the Customer Operations Manager with ongoing relationship management.
  • Liaison with support teams such as Professional Services, CLRP Category Managers and Marketing teams.
  • Identifying ways to improve the Customer journey via root cause analysis.
  • Working with L&D teams to ensure re-training is carried out where appropriate.
  • Direct contact with customers who have escalated complaints/feedback.
What you'll need to have

  • Experience in people/partner management in a customer service environment.
  • Experience in complaint handling, up to and including executive level complaints.
  • Problem solving skills.
  • Be an effective communicator, and be comfortable presenting up to and including MD level.
  • A hands-on approach.
  • Capability of training and supporting others
  • Line Management experience.
It would be great if you also have

  • Experience managing people in a contact centre environment.
  • Project Management skills.
Our benefits

  • Discretionary annual bonus
  • Generous employee discounts
  • Flexible benefits scheme including holiday buying, discounted gym membership, life assurance, activity passes and more.


We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.

Why Boots Opticians


At Boots Opticians, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential.

We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all.

Join our team and let's see what's possible when we change for the better.

What's next


If your application is successful, our recruitment team will be in touch to arrange an interview and to answer any initial questions you have.

If you have not been successful on this occasion you will be notified by email.


Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process.

If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.

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