Internal Opportunity: CX Lead

Location: Remote | Hours: 40 hours/week (8am–5pm BST, set schedule) with one weekend shift per month

Are you ready to take the next step in your career and support the growth and development of your peers? We’re looking for a motivated and people-focused team member to join us as a CX Lead.

In this role, you’ll be a key point of contact for your team, leading by example, and helping Associates thrive through ongoing coaching, development, and support. This is a fantastic opportunity to gain hands-on leadership experience in a dynamic, client-first environment.

Key Responsibilities

• Coach and mentor new and existing CX Associates to deliver exceptional service.
  

• Conduct QA reviews and provide constructive feedback and training.
  

• Create and manage individual development plans.
  

• Support the supervisor line and help resolve client escalations.
  

• Monitor performance, manage shift schedules, and set clear expectations aligned with our values.
  

• Hold regular one-to-one catch-ups and oversee probation and performance reviews.
  

• Handle basic HR duties such as approving holidays, managing sick leave, and supporting with disciplinary procedures.

• Identify and propose process improvements to enhance client satisfaction and retention.

Key Requirements

• Minimum 6 months tenure with the company.
  

• Strong communication and interpersonal skills.
  

• Managerial or leadership experience (preferred).
  

• No active warnings, PIPs, or AIPs.
  

• Committed to completing 150 minutes of Learning Time per week.
  

• Comfortable being video-ready for all shifts.
  

• Ready to take client and supervisor line calls as needed.

  If you're passionate about supporting others and driving a great customer experience, we want to hear from you!

  Apply now to express your interest. Pay will be determined based on the candidate's experience and tenure.

  Interviews will be held week commencing 3rd August 2026 with Louise Clark (Senior CX Lead) and Jen Ramsay (Head of People and Experience).