CX Leader - CSC

Contract: Full-Time, (4-Month Secondment / FTC)
Location: Nottingham (Support Office)
Closing date: 18/09/26
Recruitment Partner: Daniel White, Daniel.White1@Boots.com


Are you ready to lead the charge in delivering exceptional customer experiences? Boots is on the lookout for a CX Leader - CSC to join our Central Operations team in Nottingham, Beeston.

A CX Leader is responsible for the day-to-day leadership, performance, and compliance of a team of around 20 Contact Centre Agents. Reporting to the CX Operations Manager, the role ensures that colleagues consistently deliver high-quality, compliant customer conversations while meeting agreed operational and performance standards.

What you’ll be doing
Through strong people leadership and close partnership with other Contact Centre teams, the role plays a key part in putting the customer at the heart of what the Contact Centre does. The CX Leader is critical to translating operational expectations into frontline delivery. By leading and developing colleagues, ensuring compliance, and maintaining a strong customer focus, the role directly influences the quality, consistency, and effectiveness of customer interactions and supports the overall performance of the Contact Centre.

Key responsibilities

• Conduct regular one to ones and coaching sessions to support colleague development
• Foster a positive, inclusive and high performing team culture
• Ensure team compliance with GDPR, Medical services protocols & PCI requirements in all customer interactions
• Accountable for compliance with agreed quality standards, AHT targets and shrinkage expectation

What you’ll need to have (our must-haves)

• Experience leading or supporting teams in a contact centre or customer service environment
• Experience managing performance against quality, productivity and compliance measures
• Great people leadership, coaching and performance management skills
• Strong communication and influencing skills
• Ability to manage performance in a fair, consistent and supportive way

Where your brilliance can take you
At Boots, we believe in your potential. You’ll have access to ongoing training and development opportunities, allowing you to grow your career and make a lasting impact.

Rewards designed for you

• Boots Retirement Savings Plan
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.

A bit about us
At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

What’s next?
If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon. Be brilliant with Boots.