ABOUT THE ROLE
We are delighted to offer an exciting opportunity to join the management team within our Customer Services department. As the first point of contact for our customers, the team plays a vital role in shaping the Finisterre experience. You will help lead the team to deliver a seamless pre‑ and post‑purchase journey, ensuring customers feel valued, inspired to return, and confident in recommending our brand.
Your leadership style, enthusiasm, and ability to inspire will be as important as your ability to resolve customer enquiries. You will foster a positive, high‑performing environment where team members feel supported to deliver exceptional service.
The successful candidate will bring strong experience managing teams in a customer‑facing environment, ensuring customer interactions reflect brand values while meeting targets and KPIs. You will be a confident leader, able to motivate, coach, and develop the team, whilst driving exceptional service.
The role will be an integral part of our rapidly growing business and will involve supporting the CS Advisors by answering calls, emails and live chats, resolving customer queries in an efficient and positive manner. It will be very much a team effort, with everyone working together to deliver the best possible service, and will also require management to actively support by joining in with customer interactions when needed.
While you do not need to be a surfer, a genuine love of the sea and connection to the outdoors is essential, along with a passion for sharing and encouraging this lifestyle.
KEY RESPONSIBILITIES
Customer Experience
* Demonstrate and influence others on how to deliver an engaging and knowledgeable customer service.
* Ensure the team is set up to educate and guide customers to have an exceptional customer experience.
* Keep up to date with seasonal product launches ensuring that the customer service team has the strong basis of product knowledge to advise customers.
* Be a point of escalation for the team to solve complex customer issues.
* Lead and inspire the team, building a positive, high‑performing environment rooted in Finisterre’s purpose, product and values.
* Coach and develop individuals, growing skills and confidence for both current roles and future progression.
* Deliver regular one‑to‑ones, setting clear goals and supporting meaningful development plans.
* Provide honest, balanced feedback and champion team wellbeing, ensuring the team feels supported and motivated.
Operations & Delivery
* Oversee day‑to‑day operations, effectively delegating and prioritising workload across the team.
* Plan weekly activity in line with trade calendars and business updates, ensuring a seamless customer journey.
* Create and refine processes and SOPs, maintaining consistent, high‑quality service standards.
* Communicate updates and changes clearly, helping the team understand their impact on customers and the wider business.
* Step confidently into leadership decisions when needed, ensuring continuity and direction.
* Supporting the CS team by answering calls, emails and live chats when needed, resolving customer queries in an efficient and positive manner.
Productivity
* Use reporting and insight to identify trends, turning data into clear actions that improve performance and experience.
* Understand the wider impact of decisions, balancing immediate needs with longer‑term outcomes.
* Work collaboratively across the business to resolve issues and support shared goals.
* Share clear feedback on team performance, highlighting strengths, challenges and opportunities.
WHAT YOU’LL BRING TO FINISTERRE
* Relevant experience in a multi‑channel retail business.
* Experience in leading and developing a team, with a proven ability to deliver strong, measurable results.
* A strong understanding of the key skills, deliverables and challenges of Customer Service, with evidence of delivering continuous improvement.
* Passion, energy and aspiration in line with Finisterre values, products, brand and customers.
* Willingness to own and drive your personal development plan, and open to asking for and accepting feedback on performance.
* Commitment to inclusivity and sustainability, social and environmental responsibility.
IMPORTANT
The successful candidate must, by the start of their employment, have permission to work in the UK. Please note that Finisterre are not licensed to sponsor overseas workers.
WHAT YOU’LL RECEIVE FROM FINISTERRE
We are offering a full‑time, permanent contract based at our headquarters at Wheal Kitty, St Agnes, Cornwall. We’ll invest in you with a competitive salary of £28,000, depending on your skills and experience.
In return, we provide a range of benefits and rewards, including:
* 25 days holiday per year, plus up to 8 UK bank holidays (pro rata for part‑time employees).
* Additional holidays for length of service.
* Birthday day off.
* Up to 3 days of paid volunteering – we will support you in giving back to communities and causes.
* A discretionary bonus scheme, based on company performance.
* A pension scheme with Nest.
* 60% product discount for personal and gift use.
* 30% friends and family product discount.
* Enhanced family leave policies to support you in growing your family.
* Life assurance with access to an online wellbeing platform that includes an employee assistance program, virtual GP appointments, a digital gym and other perks.
* Access to wellbeing resources, including counselling services, cycle to work, eye tests, and wellbeing activities.
* Regular company and team social events.
* Various discounts from our B Corp community.
* Access to our online Learning Library and company‑wide training sessions delivered by both internal and external trainers to support your ongoing development.
* An hour to spend in or by the sea every Tuesday followed by a Sea Tuesday company‑wide meeting.
* And so much more!
Finisterre is committed to building diverse and inclusive teams. We celebrate difference and encourage everyone to join us and be themselves at work.
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