Community & Stakeholder Advisor

Swim England is the national governing body for swimming in England. We help people learn how to swim, enjoy the water safely, and compete in all our sports. Our vision is of a nation swimming and we strive to inspire everyone to enjoy the water in the way that suits them. We work with our partners to create engaging programmes that enable everyone to be active, have fun and stay healthy through swimming.

About the Role

To act as the first point of contact for Swim England's customers and stakeholders, delivering high-quality, professional customer service across multiple channels. The role requires strong problem-solving skills, adaptability, and broad business knowledge to resolve enquiries efficiently, with a focus on achieving resolution at the first point of contact wherever possible.

Key Responsibilities

• Respond promptly and accurately to customer enquiries across multiple channels, including phone and email, covering a wide range of topics such as awards, membership, and club-related queries.
• Confidently manage complex or multi-topic interactions, ensuring customer satisfaction while adhering to Swim England policies, procedures, and values.
• Take ownership of customer issues from start to finish, resolving queries independently wherever possible and escalating only when necessary with clear and accurate handover information.
• Maintain and develop comprehensive knowledge of Swim England's products, services, policies, and processes to support timely and effective resolution of enquiries.
• Support the accurate and timely processing of incoming payments, including cheque, BACS, Direct Debit, and card transactions, ensuring correct recording within financial systems.
• Maintain clear, accurate, and up-to-date records of customer interactions using CRM or customer service systems.
• Comply fully with data protection, privacy, and other regulatory requirements in all customer interactions.
• Consistently meet or exceed agreed customer service quality and efficiency KPIs.
• Contribute positively to team culture, supporting collaboration, shared learning, and continuous improvement.
• Ensure every interaction upholds the integrity, reputation, and growth of aquatic sports through high-quality customer resolutions.

Skills and Experience

Essential

• Proven experience handling customer enquiries across multiple channels, delivering accurate, professional, and customer-focused service.
• Strong problem-solving and decision-making skills, with the ability to resolve complex issues independently.
• Excellent communication and interpersonal skills, with the confidence to engage effectively with a wide range of stakeholders.
• Good organisational skills, with the ability to manage multiple tasks and maintain accurate records.
• Ability to quickly learn and apply knowledge of business products, services, policies, and processes.
• Awareness of data protection, privacy, and compliance requirements, with a commitment to maintaining high standards.

Desirable

• Experience processing financial transactions such as BACS, Direct Debit, cheques, or card payments.
• Experience using CRM or customer service platforms to manage enquiries and track outcomes.

Please be advised that we cannot offer visa sponsorship and that you must have right to work in the UK to apply or be considered for this role. If you are a non-UK/EU National, you must have an appropriate working Visa to undertake employment. You must also be working within the UK to apply or be considered for this role, due to the public liability insurance Swim England holds.

Swim England is committed to inclusion and embracing the spirit of all equalities legislation. As a Disability Confident Employer, we actively encourage applications from disabled people. We recognise that the diversity of our workforce is not reflective of today's society and we are currently operating a pilot scheme whereby applicants from ethnically diverse backgrounds can opt into our guaranteed interview scheme. Candidates that have opted into the scheme will be guaranteed an interview provided that they have demonstrated, within their application, that they meet the essential criteria for the role. When emailing the CV and cover letter, applicants from ethnically diverse backgrounds are encouraged to state they wish to 'Opt In' to the scheme. Where possible, Swim England will always make reasonable adjustments for accessibility to anyone who requires it. If you would like any of the documentation in a different format or would like to apply in a different way please get in touch.

All appointments will be made on merit, following a fair and transparent process, in line with the Equality Act. However, the organisation may employ positive action where candidates from underrepresented groups can demonstrate their ability to perform the role equally well. Swim England is also committed to safeguarding and promoting the welfare of children and young people and expects all employees and volunteers to share this commitment.