Front of House & Customer Care Manager
Are you…
- A genuine people-person who loves making someone's day a little better?
- Confident leading a team and setting the tone on a busy salon floor?
- Organised, calm under pressure, and naturally solutions-focused?
- Excited by the idea of turning great service into real business growth?
- Ambitious to build a long-term career in the creative industry?
If this sounds like you, we'd love for you to apply for this exciting role at our award-winning salon.
The Opportunity
We've spent the last 25 years building one of the South West's most respected, award-winning salons by creating exceptional experiences for both our clients and our team. We believe in investing in people, celebrating success and continually raising the bar.
We're now looking for a warm, commercially minded Front of House & Customer Care Manager to be the beating heart of our client experience — the face and voice of Energy Hair from the moment someone books, to the moment they leave feeling brilliant. This is a hands-on, people-first role: you'll lead the salon floor, support and inspire the team around you, and use every client interaction as a chance to build loyalty and grow the business.
With around 1,000 client visits every month, no two days are the same. You'll be the calm, capable presence that keeps the front of house running beautifully, while spotting the everyday opportunities — a rebooking, a retail recommendation, a glowing review — that help the whole salon thrive.
What You'll Be Doing
Client Experience & Front of House (the heart of the role)
- Own the front of house — the first and last impression every client has of Energy Hair.
- Ensure every client receives an experience worthy of a 5-star review: anticipate needs, check in throughout their visit, and make every visit feel memorable and effortless.
- Handle enquiries, feedback and complaints warmly and professionally across every platform — booking system, email, phone and social media — turning any issue into a reason to come back.
- Keep the salon immaculately presented, welcoming and true to the Energy Hair brand.
- Build genuine relationships with regular clients to encourage loyalty and repeat visits.
Helping the Team Thrive
- Lead, motivate and support the team on the floor day-to-day, setting a positive, professional and fun tone.
- Make confident, sensible calls on daily issues, and know when to bring something to leadership.
- Support the onboarding and development of new team members.
- Manage stylist schedules and appointment planning to keep everyone set up to succeed.
Growing the Business
- Spot and act on everyday opportunities to grow revenue — rebooking, retail recommendations, add-on services and promotions.
- Keep an eye on key numbers (bookings, retention, retail, reviews) and flag what's working and what needs attention.
- Encourage and gather new 5-star reviews and client referrals as a natural part of daily service.
- Support marketing campaigns and in-salon promotions, helping bring the leadership team's growth plans to life on the floor.
Keeping Things Running Smoothly
- Manage appointment scheduling and keep the booking software accurate and up to date.
- Ensure compliance with health, safety and hygiene standards.
- Monitor stock and supply levels, and handle day-to-day payments and reconciliations.
What You'll Bring
- At least 2–3 years' experience in a customer-facing management or supervisory role (hospitality, retail, leisure, health & beauty, events or similar).
- A natural warmth with people, and confidence handling a tricky conversation with grace.
- Experience using booking, scheduling or CRM systems.
- Strong written and verbal communication skills.
- An instinct for spotting opportunities to improve the client experience — and the business alongside it.
It would be great if you also have...
- Experience in the hair, beauty or wellness industry.
- Worked in a premium or luxury customer experience environment.
- Managed staff rotas and holiday planning.
- Experience with retail sales or stock management.
- Helped run events, promotions or marketing campaigns.
Success in This Role Looks Like
- Clients consistently leave feeling looked after, valued and excited to rebook.
- A motivated, well-supported team that enjoys coming to work.
- Rising retail sales, rebooking rates and 5-star reviews.
- A front of house that runs like clockwork, whatever the day throws at it.
- A visible, personal contribution to the salon's year-on-year growth.
Our Values
If these behaviours and attributes matter to you, you'll be a brilliant fit for our team:
- Kindness — we lead with love
- Honesty — we communicate openly
- Diligence — we put excellence in every detail
- Creativity — we are artists
- Energy — we are motivated
- Passion — we love what we do
- Resilience — we are adaptable
- Proactivity — we take initiative
Benefits
- Free parking and public transport access
- Complimentary haircuts & colour at the salon
- 35% staff discount on salon retail products
- 10% discount at Darts Farm (retail & restaurant)
- Education & training to support your career development
- Team socials
Salary & Hours
Full time, Monday–Friday with occasional Saturdays to support the business.
£27,500 - £29,500 depending on experience.
If you're someone who lights up a room, loves bringing order to a busy day, and gets a genuine kick out of helping both clients and colleagues be their best — we'd love to hear from you.
Equal Opportunities
Energy Hair is an equal opportunity employer and considers all qualified applicants equally without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status or disability status.
Pay: £27,500.00-£29,500.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
- Transport links
Work Location: In person
