Assistant CX Leader

Contract: Full-Time Permanent
Location: Nottingham (Support Office)
Closing date: 27/05/26
Recruitment Partner: Daniel White


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 youll support the daytoday leadership of a customerfacing 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 youll be doing

• Act as a visible handson presence on the floor providing inthemoment support to colleagues during shifts
• Reinforce high standards across customer experience quality productivity and compliance
• Handle customer contacts for part of the week rolemodelling excellent personal performance
• Deputise for the CX Leader during absences providing daytoday leadership cover within agreed parameters across a sevenday operation
• Support leadership activities including team communications performance followup coaching conversations and colleague engagement
• Assist with investigations and disciplinary processes through administration notetaking coordination and followup maintaining confidentiality and professionalism

What youll need to have (our must-haves)

• Proven experience as a highperforming 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 detailfocused particularly when supporting meetings or investigations
• A calm professional and supportive approach in fastpaced environments
• Flexibility to support a sevenday operation including rotabased weekend working

It would be great if you also have

• Experience supporting colleagues through informal coaching or onthejob 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. Youll 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.

Theres lots more in our benefits and discounts MyBoosts there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only.


A bit about us

At Boots were 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 were committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.


Whats 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.

Keywords
Assistant CX Leader