Customer Experience Specialist UKIE

Overview

In this role you will act as the frontline contact for Treatwell’s UK & Ireland partners, delivering best-in-class multi-channel support. You will resolve inquiries, log interactions in Salesforce, and drive partner growth while upholding brand reputation. You’ll work with the CX team at our London hub to meet KPIs and gather partner feedback to fuel product improvements. This is a dynamic, customer-centric role that combines empathy, speed, and problem solving to strengthen partner relationships.

Pay / Benefits

• 28 days holiday plus bank holidays
• competitive monthly bonus
• monthly Treatwell vouchers
• mental health support via OpenUp
• equal opportunity employer
• reasonable adjustments in recruitment process

Responsibilities

• Provide exceptional service to business partners via phone, live chat, and email across UK&I
• Build rapport to resolve issues quickly and provide accurate product/policy information
• Document communications in Salesforce and maintain logs
• Maintain and exceed KPIs related to response time, resolution time, and CSAT
• Capture and relay customer feedback to relevant teams for product improvements
• Advise and support partner salons to help grow their business
• Maintain communication with Partner Success teams regarding queries and account changes

Key requirements

• Active listener with empathy
• Strong written and verbal communication with problem-solving ability
• Highly organized with the ability to structure the day to meet objectives
• Attention to detail and accuracy in recording interactions
• Team-oriented and comfortable in a fast-paced environment
• Positive, proactive mindset with a solution-oriented approach
• Availability to work Monday to Friday

• empathy
• clear communication
• organization
• team player
• proactivity
• Salesforce

…