At a Glance
- Tasks: Lead and develop a customer service team to enhance customer satisfaction and streamline processes.
- Company: Join a growing nationwide marina operator with a friendly, supportive culture.
- Benefits: Enjoy up to £45,000 salary, 33 days holiday, private healthcare, and discounts on leisure activities.
- Other info: Work by the waterside with opportunities for career advancement and remote work options.
- Why this job: Be part of an exciting growth phase and make a real impact in customer service.
- Qualifications: Experience in leading customer service teams and strong administrative skills required.
The predicted salary is between 45000 - 45000 £ per year.
Long Eaton, Nottingham (optional two days WFH)
Up to £45,000 + excellent benefits
We are working with a successful, growing nationwide marina operator to find a Customer Service Manager to lead and develop their central customer support function and oversee the full customer support journey, from contracts and account management through to complaints resolution and process improvement. With the company expected to grow significantly over the next 12-months, there will be the opportunity to grow the team and develop the role further, so it is an exciting time to join them.
Benefits include working Monday-Friday over 37.5 hours a week, option to WFH 2 days a week, 33 days holiday, 6% matched pension, private healthcare, life assurance and discounts on moorings, gyms and more. Plus, you will get to work by the waterside with a head office team who are all very friendly, down to earth and will provide you with all the support to develop and advance your career.
Key Responsibilities- Lead, coach and develop the Customer Service Team to deliver consistently high service standards and customer satisfaction.
- Oversee all customer administration processes including contracts, account amendments, exits, billing queries and support requests.
- Act as an escalation point for complex customer enquiries and complaints, ensuring timely and professional resolution.
- Monitor customer service performance against agreed SLAs, ensuring accuracy, responsiveness and operational consistency.
- Identify and implement process improvements, automation opportunities and operational efficiencies across customer support activities.
- Work collaboratively with Finance, Operations, marina teams and third‑party partners to improve service delivery and customer outcomes.
- Positive customer‑focussed approach and supportive, collaborative working style.
- Proven experience leading and developing customer service, customer support or business administration teams within a fast‑paced consumer services environment such as retail, leisure, fitness, recreation, hospitality, banking, insurance, automotive trade or estate agency.
- Experience using CRM systems, technology and data to monitor performance and improve service delivery.
- Strong administrative background with process‑driven mindset, attention to detail and capacity to multi‑task at pace.
- Stakeholder management experience working across multiple departments.
- Have your own transport and living within commuting distance of Long Eaton.
- Ideally have an interest in boats, the waterside, outdoor living or being active outdoors.
Customer Service Manager - Marina Leisure Operator employer: Leisure People
Join a thriving marina leisure operator in Long Eaton, where you will lead a dedicated customer service team in a supportive and friendly environment. With excellent benefits including flexible working options, generous holiday allowance, and opportunities for professional growth, this is an ideal place for those passionate about delivering exceptional customer experiences while enjoying the scenic waterside location. Be part of a company poised for significant growth, offering you the chance to advance your career in a dynamic and collaborative setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager - Marina Leisure Operator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Leisure People. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Leisure People before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager - Marina Leisure Operator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Leisure People:Your cover letter is your chance to shine! Tell us why you want to work at Leisure People specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Leisure People!
How to prepare for a job interview at Leisure People
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
