Job Description

Customer Experience Team Lead

Department:

Customer Experience (CEX)

Reports to:

Head of Operations and NHS Contracts and New Business

Location:

Chichester

Contract:

Full-time, permanent (Mon-Friday 9am-5pm Hybrid)

Salary:

26-28k

We're Browns - More Hair Now (& you could be too.)

We help people feel like themselves again. With understanding, care, and expertise, our specialist wig consultants and stylists guide each person through their hair journey with compassion and confidence -- because feeling good begins with feeling understood.

Beginning

Browns began with one simple purpose: to help people regain confidence after hair loss. For decades, we've supported patients with compassion and professionalism -- providing not just hair loss solutions, but reassurance, understanding, and hope.

Today, our service connects people across the UK to tailored hair loss solutions, delivered by a caring team who genuinely want to make a difference.

Where we're at

Every day, our Customer Experience (CEX) team helps new patients take their first step towards renewed confidence. From the first call to the final booking, we're here to listen, guide, and support -- making each interaction as seamless and reassuring as possible.

As our patient community grows, we're looking for a

Customer Experience Team Lead

who shares our care and commitment. Someone who can bring structure, motivation, and continuous improvement to a team that truly changes lives.

Next Chapter

This isn't just another contact centre role. You'll be leading the heartbeat of our patient experience -- guiding the CEX team to deliver outstanding care and efficient coordination every day.

You'll manage daily operations, monitor key performance indicators (KPIs), refine processes, and coach your team to success. Most importantly, you'll ensure that every patient who contacts Browns feels heard, supported, and valued.

If you're ready to lead with empathy, drive excellence, and make a genuine difference, this could be the next chapter for you.

What you'll be doing

You'll lead and inspire the Customer Experience team to deliver outstanding service -- improving processes and ensuring every patient journey is handled with professionalism and compassion.

You'll be:

Leading, developing, and motivating the CEX team to meet and exceed service targets. Overseeing inbound and outbound contact -- ensuring prompt, compassionate, and accurate communication. Chasing referrals, managing bookings, and coordinating with clinical teams to maintain a smooth patient journey. Monitoring and reporting on key KPIs including referral spreadsheet, conversion rates, response times, and satisfaction scores. Identifying and implementing process improvements to increase efficiency and elevate service quality. Acting as the escalation point for complex patient queries, ensuring sensitive and effective resolution. Leading the Corrective and Preventive Action Process (CAPA) within the ISO quality system to handle complaints. Training and coaching team members, ensuring consistency, empathy, and confidence in every interaction. Collaborating with internal departments (Wig Consultants, Operations, Marketing) to deliver a joined-up experience. Point of contact for CRM system (Zenoti)

What we're looking for

You don't need to tick every box, but we're ideally looking for someone who has:

Experience leading a customer experience, contact centre, or patient support team. A natural ability to motivate, coach, and inspire others. Strong communication and organisational skills -- balancing compassion with structure. Confidence in using CRM or booking systems to manage data and patient records. Experience working to KPIs, with a focus on both quality and efficiency. An analytical eye for process improvement and performance insights. Empathy and sensitivity when working with patients or clients during emotional or vulnerable moments. A proactive approach and passion for delivering the very best service.

What you'll get from us

A competitive salary and recognition for your leadership and impact. Full-time, permanent role (Monday-Friday, standard daytime hours). 28 days holiday (including bank holidays), increasing by one day for every full year with us (up to 5 additional days). Healthcare and pension from day one. 2 volunteering days per year to give back to your community. Ongoing leadership training and development opportunities. A supportive, values-driven team where what you do truly matters.

The important bit

We know confidence looks different on everyone -- and that goes for job applications too. If you think this sounds like your kind of role but you don't tick every single box, we still want to hear from you. Show us your strengths, your passion, and what you can bring to Browns. Let's talk.

Why Browns - Our Values

At Browns, we believe confidence starts from within -- and we're here to help people rediscover it.

It's more than a promise -- it's the care and integrity behind everything we do.

Compassion First

- Every patient deserves understanding, patience, and kindness.

Expert Guidance

- We lead with professionalism, knowledge, and trust.

Every Individual Matters

- We treat every journey as unique.

Care in Every Detail

- We take pride in doing things properly -- for our patients and each other.

Together We Grow

- We support one another to deliver the best care possible.

Confidence Restored

- Helping people feel like themselves again is at the heart of everything we do.
Job Types: Full-time, Permanent

Pay: 26,000.00-28,000.00 per year

Benefits:

Company pension Employee discount Health & wellbeing programme On-site parking Paid volunteer time Private medical insurance Work from home
Work Location: Hybrid remote in Chichester PO19 8EZ