Customer Experience Specialist – UK & Ireland

About the role

As a Customer Experience Specialist at Treatwell you will be the first point of contact for our UK & Ireland salon partners. Working from our central London hub, you will handle enquiries via phone, live chat and email, delivering a best‑in‑class service that strengthens our brand reputation.

Key responsibilities

• Provide exceptional support to business partners across multiple communication channels.
• Build rapport, resolve issues quickly and share accurate product and policy information.
• Document all interactions in Salesforce, ensuring precise records.
• Meet and exceed KPIs for response time, resolution time and customer satisfaction.
• Gather partner feedback and relay it to internal teams for continuous product improvement.
• Advise partner salons on ways to grow their business.
• Maintain consistent communication with Partner Success teams regarding account changes.

Required profile

• Active listener with strong empathy when speaking with partners and customers.
• Clear, personable communication style, both written and verbal.
• Highly organised, able to structure the day to meet targets.
• Attention to detail and accuracy in recording interactions.
• Team player thriving in a fast‑paced environment.
• Positive, proactive mindset and willingness to take on challenges.
• Availability to work Monday‑Friday onsite.

Required skills

• Proficiency with Salesforce (CRM) for logging communications.

What we offer

• 28 days of holiday plus bank holidays.
• Competitive monthly performance‑based bonus.
• Monthly £40 Treatwell vouchers.
• Mental health support through OpenUp partnership.
• Equal‑opportunity workplace welcoming all backgrounds.