Assistant CX Leader
Support Office»Customer Support Centre | Retail & Central Operations
Summary
Nottingham, Nottingham Support Office
Secondment
37.5 Hours
Location: Nottingham (Support Office)
Recruitment Partner: Daniel White, Daniel.White1@boots.com
Are you ready to make a difference? Join us at Boots as an Assistant CX Leader in our Central Operations team based in Nottingham, Beeston. Here at Boots, we work every day to build a brilliant environment for our people, empowering them to deliver exceptional care, confidence, and connection to our customers and colleagues.
As an Assistant CX Leader in Boots Support Office, you’ll support the day‑to‑day leadership of a customer‑facing team, building your capability while helping deliver great service and colleague experiences.
This is a development leadership role within our Contact Centre, reporting to a CX Leader and supporting the performance, engagement, and wellbeing of a team of CX Advisors.
What you’ll be doing
- Act as a visible, hands‑on presence on the floor, providing in‑the‑moment support to colleagues during shifts
- Reinforce high standards across customer experience, quality, productivity, and compliance
- Handle customer contacts for part of the week, role‑modelling excellent personal performance
- Deputise for the CX Leader during absences, providing day‑to‑day leadership cover within agreed parameters across a seven‑day operation
- Support leadership activities including team communications, performance follow‑up, coaching conversations, and colleague engagement
- Assist with investigations and disciplinary processes through administration, note‑taking, coordination, and follow‑up, maintaining confidentiality and professionalism
What you’ll need to have (our must-haves)
- Proven experience as a high‑performing CX Advisor, with strong results against quality, productivity, and compliance measures
- Demonstrated interest in developing a leadership or Team Leader career path
- Strong communication and interpersonal skills
- Good understanding of Contact Centre KPIs (e.g. quality, AHT, adherence, shrinkage)
- Organised and detail‑focused, particularly when supporting meetings or investigations
- A calm, professional, and supportive approach in fast‑paced environments
- Flexibility to support a seven‑day operation, including rota‑based weekend working
It would be great if you also have
- Experience supporting colleagues through informal coaching or on‑the‑job guidance
- Exposure to leadership activities such as shift support, huddles, or deputising
- Confidence handling sensitive information with discretion
- Experience supporting change or new ways of working on the frontline
- Recognition through talent or succession planning as a future leader
Where your brilliance can take you
At Boots, we believe in your potential. You’ll have opportunities for career development and growth, supported by a team that values your contributions.
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.
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.
Summary
Nottingham, Nottingham Support Office
Secondment
37.5 Hours
Application process
1. Apply online and we will review your application against the job requirements.
2. Depending the role, you'll either be invited to complete a short online assessment, or you'll receive a phone call from a member of our team to find out more about you.
3. If you're successful you'll be invited to attend an interview.
4. Following your interview, you will be contacted to discuss the outcome and to provide any feedback. If successful, you'll receive an email with your job offer!
5. For some roles we may require some pre-employment checks to be carried out.
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