Customer Service Manager - Swimming Pool Industry

Waterstream; Horsham; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a leading swimming pool retailer as a Customer Service Manager, where you'll transform customer service operations and enhance customer experiences. This role involves strategic leadership, team development, and driving operational excellence in a growing environment. We're looking for a results-driven leader who is passionate about delivering outstanding customer service.

Benefits

Competitive salary based on experience

Opportunity to shape a growing department

Budget authority to implement your vision

Clear progression path

Dynamic, supportive team environment

Qualifications

• Proven track record in customer service management.
• Experience leading teams with demonstrable training success.
• Strong analytical skills with experience using data.

Responsibilities

• Lead a team of 12 professionals in customer service.
• Develop and implement customer service policies.
• Handle escalated complaints and complex service issues.

Skills

Analytical Skills

Problem-Solving

Communication

Leadership

Customer Service Excellence

Job description

About Us

As the UK's leading swimming pool retailer, we're riding a wave of success with consistent double-digit growth in a booming market. Our commitment to exceptional customer experiences has made us the go-to choice for pool owners nationwide. Now, we're looking for an exceptional Customer Service Manager to help us raise the bar even higher.

The Opportunity

We're seeking a results-driven leader to transform our customer service and aftersales operations. In this critical role, you'll lead a team of 12 professionals (10 field engineers and 2 Customer Service Agents) while shaping the pool ownership journey from purchase through to long-term satisfaction.

This isn't just about managing day-to-day operations – it's about building systems that scale with our rapid growth and creating experiences that turn customers into advocates.

What You'll Do

Strategic Leadership

• Develop and implement customer service policies and procedures that set industry standards
• Analyse customer feedback and service data to identify improvement opportunities
• Design strategies to enhance customer satisfaction and build long-term loyalty
• Monitor and report on key performance metrics to drive continuous improvement
• Manage departmental budget and optimise resource allocation

Team Leadership & Development

• Lead, mentor and develop a team of 10 field engineers and 2 office-based agents
• Design and deliver comprehensive training programs for all team members
• Build a high-performance culture focused on customer excellence
• Manage resource allocation, scheduling, and performance standards

Operational Excellence

• Design and implement process improvements to boost efficiency across field and office operations
• Oversee service booking systems for repairs and maintenance
• Manage stock control systems to ensure engineers have what they need, when they need it
• Process warranty claims and ensure compliance with all regulations and company standards
• Stay current with industry best practices in customer service and after sales

Customer Experience

• Handle and resolve escalated complaints and complex service issues
• Proactively communicate with customers about service updates and delivery timelines
• Conduct satisfaction follow-ups to ensure we're exceeding expectations
• Turn service challenges into opportunities to strengthen customer relationships

Business Partnership

• Contribute to product development and service offerings based on customer insights
• Partner with Sales teams to ensure seamless order fulfilment
• Work closely with suppliers to optimise the supply chain
• Collaborate with department managers to drive company-wide improvements

What You'll Bring

• Proven track record in customer service management, ideally in retail, technical services, or related fields
• Experience leading teams with demonstrable training and development success
• Strong analytical skills with experience using data to drive decisions
• Budget management experience
• Excellent problem-solving abilities with a solutions-focused mindset
• Outstanding communication skills, both written and verbal
• Ability to thrive in a fast-paced, dynamic environment
• Systems-thinking approach to process improvement
• Genuine passion for delivering outstanding customer experience

What We Offer

• Competitive salary based on experience
• Opportunity to shape a growing department in a market-leading company
• Budget authority to implement your vision
• Clear progression path as we continue to expand
• Dynamic, supportive team environment

Ready to Make a Splash? If you're ready to dive into a role where your impact will be felt across the entire business, we want to hear from you. Apply now with your CV and a cover letter explaining why you're the perfect fit for this role.