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.