Customer Experience Specialist UKIE

As a Customer Experience Specialist for Treatwell, you'll be the first point of contact for our UK & Ireland based business partners, answering queries by phone, live chat and email.

Whilst providing a best-in-class level of service, this role requires someone who can handle multiple tasks simultaneously and can maintain and enhance our brand reputation through positive interactions and effective problem solving.

Join our vibrant and sociable CX team at our central London hub (Farringdon)! We are looking for a dynamic professional to help us deliver world-class support and build lasting relationships with our community.

You will be responsible for:

• Providing exceptional customer service in your dealings with our business partners through multiple communication channels.
• Building rapport with our customers to resolve issues quickly whilst providing accurate information about our products and policies.
• Using tools such as Salesforce to document and correctly log your communications.
• Maintaining and exceeding key performance indicators related to response time, resolution time and customer satisfaction scores.
• Gathering and relaying customer feedback to the relevant teams to help us continuously improve our product offering.
• Advising and supporting our partner salons to help them grow their business.
• Maintaining consistent communications with our Partner Success teams regarding queries and changes to Accounts.

About you:

• An active listener who can demonstrate empathy when speaking with partners and customers.
• Act as the face (and voice) of our brand, resolving inquiries with empathy, speed, and a touch of personality.
• Strong written and verbal communication skills with the ability to solve problems.
• Highly organised and able to structure your day effectively to achieve objectives and targets.
• A strong attention to detail and accuracy when recording partner and customer interactions.
• Team player who thrives in a fast-paced environment
• A positive and proactive mindset who enjoys a challenge
• Be open to a five-day workweek with shifts scheduled on a rota that will include Saturdays. Weekday shifts will be split between early/late, 8am -7pm with shortened hours on a Saturday.
• Hybrid working 2-3 days in the office

About Treatwell

Hi, we’re Treatwell. Nice to meet you.

We’re a team of 800 (and growing) passionate and brilliantly talented people across Europe. We’re the industry’s smartest salon management software, all connected to Europe’s leading bookings platform, working with over 50,000 salon partners across 13 countries, processing over 8 million bookings every month. And….breathe.

But we’re not done yet. We’re on an exciting journey to digitally revolutionise the hair and beauty community.

If this excites you, we might just have the role for you.

We’ll treat you to:

28-days holiday, plus bank holidays

A competitive monthly bonus structure based on performance

Monthly £40 Treatwell vouchers so you can treat yourself too

Mental health support

Equal Opportunity

Treatwell is an ‘Open to All’ employer and warmly welcomes every body to the team. We are committed to making reasonable adjustments to the recruitment process as required. Please add any adjustment requests to your application.