Client Service Lead

About the role

The Client Service Lead owns the front‑desk experience and the end‑to‑end client journey for a premium salon/atelier. Working closely with the Operations Supervisor, this role ensures flawless booking management, communication standards and service recovery across all channels.

Key responsibilities

• Manage all inbound client communications (phone, WhatsApp, email, walk‑ins) ensuring response‑time SLAs, tone, scripts and quality control.
• Own the bookings calendar as the single source of truth, audit it throughout the day and guarantee accurate service, technician, duration and client notes.
• Enforce pricing integrity and service‑change control, confirming price and time impacts before any mid‑appointment adjustments.
• Proactively monitor schedule delays, notify clients early and execute structured service‑recovery protocols.
• Lead the front‑of‑house team daily: task allocation, briefings, real‑time problem solving and performance oversight.
• Maintain the complaints log, produce root‑cause analyses and deliver weekly and monthly performance reports to the Managing Director.
• Oversee daily close procedures, payment reconciliation and end‑of‑day sign‑off, ensuring the next‑day schedule is complete and briefed.

Required profile

• Minimum 3 years in a client‑facing service role within a premium salon, spa, hotel front office or similar hospitality setting.
• At least 1 year of experience coordinating or supervising a small team, with proven ability to improve performance.
• Demonstrated track record in client de‑escalation, standards enforcement and written reporting.
• Strong written and verbal communication skills, able to give clear instructions and raise issues early.

Required skills

• Proficient use of a booking system such as Timely or a similar platform.
• WhatsApp Business for client communications.
• Microsoft Excel or Google Sheets for reporting and data analysis.