Customer Service Manager for Mike’s Dive Store – UK’s Largest dive and snorkel store – Remote P[...]

PADI; London; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A specialist dive and snorkel retailer is looking for a Customer Service Manager to lead the team and enhance customer experiences. The ideal candidate has over 3 years in customer service management and strong problem-solving skills. This is a remote position, requiring occasional weekend work. Benefits include discounts, paid training time, and a pension plan.

Benefits

Staff discount on equipment

Paid time for dive trips and training

Pension

Holiday allowance

Ongoing development

Qualifications

• 3+ years’ experience in customer service management, retail, or hospitality.
• Experience in retail diving or outdoor equipment preferred.
• Ability to work weekends as required.

Responsibilities

• Lead and coach the customer service team.
• Manage customer enquiries and complaints.
• Oversee online order fulfilment and returns.
• Implement and monitor customer service KPIs.
• Run staff training on product knowledge and best practices.
• Improve stock availability and rental processes.
• Maintain VIP appointment service standards.

Skills

Customer service management

Strong communication

Problem-solving

Coaching skills

Flexible customer-first attitude

Tools

CRM systems

POS

Basic reporting tools

Job description

Customer Service Manager for Mike’s Dive Store – UK’s Largest dive and snorkel store – Remote Position

Type: Full-time, Permanent, Salary: Competitive 30k per annum. Remote – candidate must be in relevant time zone.

About us – Mike’s Dive Store is a specialist retailer of snorkelling and scuba equipment with a 3,000 sq ft showroom in Chiswick. We pride ourselves on exceptional customer service, expert advice and a VIP fitting experience for travellers and enthusiasts.

Role overview We’re looking for a hands-on Customer Service Manager to lead our front-of-house team, deliver outstanding customer experiences, and drive continuous improvements across retail and online operations.

Key responsibilities

• Lead, coach and schedule the customer service team (in-store and phone/web support).
• Manage customer enquiries, complaints and escalations to resolution.
• Oversee online order fulfilment, in-store collections, returns and warranty handling.
• Implement and monitor customer service KPIs, reporting performance to management.
• Run staff training on product knowledge, fitting and customer service best practice.
• Work with buying and operations to improve stock availability, merchandising and rental processes.
• Maintain VIP appointment service and ensure consistent high standards in the showroom.

What we’re looking for

• 3+ years’ experience in customer service management, retail or hospitality (retail diving or outdoor equipment experience is a plus).
• Strong communication, problem-solving and coaching skills.
• Comfortable with CRM systems, POS and basic reporting tools.
• Flexible, customer-first attitude and ability to work weekends as required.
• Staff discount on equipment and training.
• Paid time for dive trips/industry training.
• Pension, holiday allowance and ongoing development.

How to apply – Send your CV and a short covering note to [e-mail] with the subject “Customer Service Manager — [Your Name]”. Closing date: 30 Oct 2026.

Mike’s Dive Store is an equal opportunity employer. We welcome applications from all backgrounds.