Job Title: Customer Service Manager
Location: Bournemouth
Salary: £34k
About Us: Better is a leading provider of telecommunications solutions, dedicated to delivering exceptional service to our customers. We pride ourselves on our innovative approach and commitment to customer satisfaction. Our Bournemouth office is a vibrant and supportive environment where every team member plays a crucial role in our success.
Benefits:
* Opportunity to work in a dynamic and supportive team environment.
* 25 days holiday plus bank holidays, increasing by 1 day for every year of service, plus your birthday off
* Early finish Fridays
* Central Bournemouth location, just 2 minutes from the beach.
* Monthly staff awards with dinner and drinks at top local restaurants.
* Ongoing training and development opportunities.
* Enjoy events such as summer parties, Christmas celebrations and charity fundraisers.
* Access to discount at popular retailers
Key Responsibilities:
* Lead, support, and motivate the Customer Service team, fostering a high-performance and positive team culture
* Conduct regular 1:1s and team meetings to review performance, provide feedback, and set development goals
* Identify training needs and deliver coaching sessions to continually upskill the team
* Take ownership of escalated and complex customer complaints, ensuring fair, empathetic, and timely resolutions
* Work closely with other departments to resolve issues efficiently and thoroughly
* Record and report on trends in complaints, identifying opportunities to improve service and prevent future issues
* Manage and respond to communications from regulatory bodies such as the Communications Ombudsman
* Monitor and respond to reviews on Trustpilot and other review platforms, maintaining a professional and positive brand voice
* Review existing customer service processes regularly and suggest improvements to increase efficiency and customer satisfaction
What we're looking for:
* Proven experience in a customer service leadership role
* Strong background in managing and resolving escalated complaints, including direct experience with Ombudsman or similar regulatory cases
* Demonstrated success in leading and developing teams, with the ability to coach, mentor, and inspire high performance
* Ability to build strong working relationships across departments and with external stakeholders
* Highly organised with excellent written and verbal communication skills
If you're ready to lead a customer service team that genuinely cares and you want to make a real impact in a fast-growing, people-first company we'd love to hear from you.
Job Types: Full-time, Permanent
Pay: £34,000.00 per year
Benefits:
* Company events
* Company pension
* Employee discount
Experience:
* Customer service: 4 years (preferred)
* Management: 2 years (preferred)
Work Location: In person