Client Service Lead

Responsibilities:

Client Communications — Phone, WhatsApp & Email:

• Arrive one hour before opening each day to review overnight calls, messages and booking requests, and to confirm all pending appointment requests on the Timely dashboard.
• Website bookings are pencilled in only until confirmed.
• Enforce the deposit system.
• Own response standards, SLAs, tone, scripts and quality control for all inbound client communications across calls, WhatsApp, walk-ins and email.
• Ensure there is always a designated person covering inbound communications during business hours. Ensure no channel is left unattended.
• Maintain and update message templates for booking confirmations, pre-visit preparation, delay notifications, policy communications and post-visit follow-up.
• Coach the BCA and CFC to respond professionally and book confidently without asking clients unnecessary questions.
• Monitor response-time compliance against agreed SLAs and address gaps immediately.

Booking Integrity & Calendar Ownership:

• Own the bookings calendar as the single source of truth; correct service, correct technician, accurate duration, complete client notes and alerts.
• Protect technician-specific bookings no silent swaps. Any technician change requires explicit client consent, documented in the booking record.
• Audit the live calendar against actual atelier activity at set checkpoints throughout the day; identify and correct any drift immediately.
• Ensure booking confirmations and appointment reminders are sent consistently, professionally and on schedule.
• Review and sign off the next-day schedule: staffing confirmed, high-risk bookings identified, VIP requirements noted.

Pricing Integrity & Service – Change Control:

• Enforce mandatory price confirmation before every service begins.
• This is a non-negotiable standard with no exceptions.
• Own and enforce the controlled service-change process for any mid-appointment change or add- on: confirm time impact, confirm price impact, obtain explicit client approval, and record the change in the booking notes before proceeding.
• Ensure all services performed are accurately captured so that clients are not surprised at checkout and no revenue is lost to unrecorded services.
• Train and hold the BCA and CFC accountable to pricing-integrity standards at both the booking stage and the in-atelier stage.

Proactive Delay Management & Service Recovery:

• Monitor the day’s live schedule and identify delays before they become client complaints.
• Ensure clients are proactively notified of delays before arrival where possible, with clear options: wait with an estimated time, switch with consent, or reschedule with priority.
• Run a structured pre-open briefing with front desk staff and a midday check-in during peak hours (10:00–14:00).
• Handle service recovery and client escalations in line with Bloom’s standards; distinguish between issues to resolve at CSL level and issues to escalate to the Managing Director.
• Own the delay protocol — thresholds, notification templates and option scripts — and ensure the BCA and CFC can execute it independently when the CSL is not present.

Policy Enforcement; Lateness, Cancellations & Exceptions:

• Enforce lateness and cancellation policies consistently across all bookings, using approved scripts.
• Maintain and administer a documented exception framework: exceptions to policy require authorised approval and must be logged.
  
• Ensure the BCA and CFC are trained on policy application, confident in enforcement and consistent in their approach.
• Identify patterns in exceptions or policy breaches and report them as part of weekly insights.

In-Atelier Client Flow & Front Desk Leadership:

• Work the desk directly, including covering any seat single-handedly when the team is short-staffed.
• This is a core duty, not an exception.
• Ensure all clients are greeted promptly, waiting is managed proactively, and handoffs to technicians are coordinated and smooth.
• Lead and coordinate the front-of-house team daily: task allocation, briefings, real-time problem- solving and performance oversight.
• Maintain and enforce the priority rule for front desk execution: in-atelier client first, then phone, then WhatsApp, then admin.
• Design and maintain the coverage model — a documented plan for how responsibilities are redistributed when any team member is absent — so that nothing drops regardless of headcount.
• Ensure the reception area is maintained to Bloom’s presentation standards throughout the day.

Complaints Log, Data & Reporting:

• Own and maintain the structured complaints log, issue type, root cause, resolution timeline and corrective action taken.
• Produce root-cause analysis from complaints data, not just a count, but an understanding of patterns and the systemic changes needed.
• Maintain accurate operational logs for missed calls and response times, delays and delay notifications, late arrivals and no-shows, booking-accuracy incidents, and pricing compliance.
• Produce weekly performance insights and monthly summary reports to the Managing Director, including trends, root causes and recommended actions.
• Ensure the BCA and CFC provide accurate data inputs; take accountability for the quality of all front desk records.

Daily Close & End-of-Day Sign-Off:

• Review and sign off the day’s payment reconciliation; investigate and flag discrepancies to the Managing Director immediately.
• Oversee the daily close checklist: sockets off, reception secured, doors locked, complaints logged, open loops resolved.
• Ensure the next-day schedule is complete and briefed: staffing confirmed, high-risk appointments flagged, VIP requirements noted, BCA and CFC briefed on priorities.

Working With the Operations Supervisor:

• The Client Service Lead owns the front desk and the client journey.
• The Operations Supervisor owns the technical floor. The two roles work as one team.
• Review the day’s calendar with the Operations Supervisor each morning for clashes, gaps and staffing risk, and agree on capacity adjustments at midday on busy days.
• On the Operations Supervisor’s days off, record any floor conduct matters reported to you and hand them over at the start of their next shift. This does not include supervising the floor.
• Route floor, equipment and technical-team issues to the Operations Supervisor rather than absorbing them; escalate to the Managing Director only what genuinely requires it.

Requirements:

• Minimum 3 years in a client-facing service role premium salon or spa, hotel front office, hospitality or premium retail.
• At least 1 year coordinating or supervising a small team.
• A university degree is not required. What is required is a demonstrable track record in client de- escalation, standards enforcement and written reporting.

Essential Competencies:

• Leadership and managerial experience. Has led a team day to day: allocating work, running briefings, setting expectations, giving feedback and addressing underperformance.
• Can show how a team they led improved.
  
• Confident daily user of a booking system (Timely or similar), WhatsApp Business, email and Excel or Google Sheets. Picks up new software quickly and can pull and read system reports without help.
• Speaks and writes clearly and professionally to clients, colleagues and management.
• Gives instructions the team understands first time. Raises issues in writing before they escalate and never goes silent.
• Works as one team with the Operations Supervisor and technical staff.
• Shares information early, supports colleagues at busy times and puts the client and the atelier ahead of personal preference.

Key Performance Areas: 

• Customer: Client satisfaction index, client retention, quality of service delivery
• Process: Booking accuracy, response time to enquiries, front desk operational efficiency
• Operations: Reduction in complaints, compliance with SOPs and operational standards
• Team: Staff professionalism, team productivity, communication quality
• Learning & Growth: Self-development, leadership development, skills improvement

Must Be Demonstrated (assessed at selection — not accepted on trust)

• Conflict resolution: Specific, real examples of defusing difficult clients and the outcomes achieved.
• Reporting: Able to turn raw daily data into a concise written summary with root cause and recommended action.
• Numeracy: Able to reconcile daily takings and identify discrepancies — the role signs off daily payment reconciliation.
• Commercial instinct: A track record of meeting rebooking, retention or product-sales targets. This is a revenue-accountable role, not a passive reception role.

Disposition

• Composed under pressure. Saturdays are full-capacity, high-volume days with the whole team on.
• Standards-holder. Willing and able to enforce policy and standards with clients and peers, consistently.
• Client-focused. Warm and professional at every touchpoint, in line with Bloom’s premium standard.

Desirable:

• Experience in a premium beauty, spa, clinic or hospitality environment.
  
• Hands-on experience of Timely.
• Experience running client retention or rebooking activity.

This Role Is Not Suitable If:

• Your experience is reception or administration only, with no team or target accountability.
• You are not comfortable holding clients or colleagues to policy.
• You cannot commit to weekend working.

Selection Method: 

• Interview. Competency-based, with evidence required for each essential competency.
• Practical exercise. A short written exercise assessing checkout accuracy, complaint root-cause analysis and reporting.
• Scenario role-play. A live client scenario assessing de-escalation and composure under pressure.
• Communication observation. Responsiveness and written communication throughout the recruitment process are treated as evidence.
• References. Taken before any offer is made.

Remuneration: NGN 300,000–500,000 Monthly, depending on experience