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.