Customer Service Assistant Manager at Finisterre UK… · Papworth…

ABOUT FINISTERRE

Born two decades ago from the needs of hardy British surfers, Finisterre creates enduring outdoor wear for an inspired life in and around the ocean. Proudly B Corp certified, we have committed to a deep belief: to make truly exceptional products in a more responsible and transparent way. Whether based at our cliff top headquarters in St. Agnes, Cornwall, or in one of our retail locations across the UK, Finisterre is a truly unique brand and career proposition.

Perched a few hundred meters from the crashing Atlantic, our HQ at St. Agnes’ Wheal Kitty Workshops is at the heart of our brand. Here we stay true to our original design ethos of functionality and sustainability brought to life in an understated style and identity, always remaining committed to product, environment, and people.

As we enter the next exciting stage of global growth, we are on the lookout for talented individuals to join our crew. So, if you are as passionate about the ocean as we are and if you want to be part of a truly authentic, purpose-led brand and you share our vision to create exceptional products in a responsible way, then we would love to hear from you.

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. In this role, 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 help 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 also 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 have the strong basis of product knowledge to advise customers.
• Be a point of escalation for the team to solve complex customer issues.

People Leadership

• 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 feel 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 FINISTER RE

• Relevant experience in a multi-channel retail business
• Experience in leading and developing a team, with a proven ability to deliver strong, measurable results, is essential.
• 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, and social and environmental sustainability

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.

But it’s not just a job. At Finisterre, we provide an opportunity to grow and develop yourself within at a fast-paced, growing B Corp certified brand with a great culture and an exciting purpose. You’ll get the chance to collaborate with a diverse community of people with a shared mission. In return, we take good care of you through a range of initiatives and rewards, including:

• 25 days holiday per year, plus up to 8 UK bank holidays (pro rata for pat time employees)
• Additional holidays for length of service
• Your 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 which includes, an employee assistance program, virtual GP appointments, digital gym, and a range of perks
• Access to a range of 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 our online Learning Library and company-wide training sessions delivered by both internal and external trainers to support you in your ongoing development.
• An hour to spend in or by the sea every Tuesday followed by Sea Tuesday companywide meeting
• And so much more!

We’ll be interviewing as we go along, so we’d encourage you to submit your application at the earliest opportunity, as the role may close earlier than advertised.

Finisterre is committed to building diverse and inclusive teams. We celebrate difference and encourage everyone to join us and be themselves at work.