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- Tasks: Lead the Customer Relations Team to deliver exceptional service and maximise customer satisfaction.
- Company: SwimTrek offers unforgettable open-water swimming holidays in stunning locations worldwide.
- Benefits: Enjoy flexible hours, remote work options, performance bonuses, and discounted travel.
- Why this job: Join a passionate team focused on creating WOW moments for customers and making a global impact.
- Qualifications: Strong communication skills, management experience, and a passion for adventure travel are essential.
- Other info: Office located on Brighton Beach with opportunities for personal development and team trips.
The predicted salary is between 36000 - 60000 ÂŁ per year.
SwimTrek is a leading provider of open-water swimming holidays, delivering exceptional experiences for our guests across some of the world’s most beautiful swimming locations. We pride ourselves on offering personalized, high-quality service and creating unforgettable memories for our customers. We embrace diverse backgrounds, perspectives, and skills to drive innovation and create an inclusive culture where all employees can thrive.
We are looking for a quality Customer Relations Manager to join our team, based in our offices in Brighton, UK. You will be leading the Customer Relations Team, delivering outstanding customer service to all guests, maximising customer satisfaction and repeat bookings. This is achieved working via an offline call centre and online reservation booking system.
Your role will touch customers in every possible segment, from the curious open water swimmer to the dedicated open water athlete, in the UK, Europe, Australia, NZ and the USA, to name a few. The role holds ultimate responsibility for the organisation’s customer service strategy, from managing the guest database and ensuring high retention levels, through to overseeing the reservation system and converting on every sales opportunity. The emphasis is on acquiring sales through customer loyalty and engagement as a direct result of the exceptional service offered by this team.
Our preferred candidate will have a wealth of proven innovative ideas that can be utilised to ensure SwimTrek maintains its position as a global leader in servicing customer needs. An exceptional communicator, you will lead by example in all forms of client conversation, including email, telephone, live chat, CRM and all other written and in-person correspondence.
The Customer Relations Manager will work with and support the Operations Director in delivering outstanding customer service to all guests whilst maximising company revenues. This is through offline channels within the call centre; and online channels represented through the reservation booking system.
Specifically, you will:
- Be responsible for delivering and managing the company’s customer service strategy
- Create and implement innovative ideas for providing exceptional service levels within the team that maintain high retention levels of returning customers
- Be responsible for the management of complaints and compensation
- Contribute to delivering the company’s sales strategy
- Be responsible for the management of Customer Team and all administrative procedures
- Consult with other departments as required, including Sales and Marketing, Product, Operations, Finance and Coaching.
Personal profile:
- Excellent verbal & written communication skills
- Strong management skills with varied experience in dealing with staff across all levels
- Commercially focussed and target driven with evidence of financial success
- A pro-active and organised individual, with a keen eye for detail
- Ability to multi-task and manage time effectively
- Ability to manage other staff members’ workloads and work quality
- Friendly and enthusiastic with “can-do” attitude
- Ability to self-manage and motivate while under pressure
- Highly confident decision maker with effective problem-solving skills
- Ability to implement effective systems for all aspects of SwimTrek’s Customer Service and improve processes.
- Able to travel, including overseas, and be flexible with working days & hours.
- Has a passion for adventure travel and understands the market sector.
Along with the salary, the role includes company benefits and is available for an immediate start. Interviews will be conducted on a rolling basis as applications are received.
LOCATION: Office located on Brighton Beach (Sea Lanes) overlooking a 50m pool and the sea
SALARY: Market rate
HOLIDAYS: 33 days (inc. Bank Holidays)
PENSION: employer contribution
WORKING HOURS: Full time based on 37.5 hours a week
FLEXIBLE HOURS: Between 8AM-6PM with remote working options.
OTHER INCENTIVES (but not limited to): Performance related bonus, Discounted travel, Personal budget for sporting challenge/professional development, Swim Coaching sessions, Team away trips.
If you feel that you are the right person for this position and that you can bring the required skills to the role, please send your CV and a covering email detailing the actions you would take to maintain and grow SwimTrek's base of "Raving Fans," by Sunday 06 July 2025 to careers@swimtrek.com. Interviews will be conducted on a rolling basis, so the position may be filled before the advertised closing date.
Make a splash with your career – join SwimTrek as our Customer Relations Manager!
Contact Detail:
SwimTrek Adventure Swimming Holidays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Manager
✨Tip Number 1
Familiarise yourself with SwimTrek's unique offerings and customer service philosophy. Understanding their commitment to creating 'WOW moments' will help you articulate how your experience aligns with their values during the interview.
✨Tip Number 2
Prepare examples of how you've successfully managed customer relationships in the past. Highlight specific instances where your innovative ideas led to increased customer satisfaction or retention, as this is crucial for the role.
✨Tip Number 3
Research the open-water swimming market and SwimTrek's competitors. Being knowledgeable about industry trends and customer expectations will demonstrate your passion for adventure travel and your strategic thinking capabilities.
✨Tip Number 4
Showcase your leadership skills by discussing how you've motivated teams in previous roles. Be ready to explain how you would inspire the Customer Relations Team at SwimTrek to deliver exceptional service and achieve sales targets.
We think you need these skills to ace Customer Relations Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Relations Manager at SwimTrek. Highlight your experience in customer service and how it aligns with their focus on creating 'WOW moments' for customers.
Tailor Your CV: Customise your CV to reflect the skills and experiences that are most relevant to the job description. Emphasise your management skills, communication abilities, and any innovative ideas you've implemented in previous roles.
Craft a Compelling Covering Email: In your covering email, clearly outline the actions you would take to maintain and grow SwimTrek's base of 'Raving Fans.' Use specific examples from your past experiences to demonstrate your strategic thinking and customer engagement skills.
Proofread Your Application: Before submitting, carefully proofread your CV and covering email for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at SwimTrek Adventure Swimming Holidays
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for providing exceptional customer experiences. Share specific examples of how you've created 'WOW' moments in previous roles, as this aligns perfectly with SwimTrek's mission.
✨Demonstrate Strategic Thinking
Prepare to discuss your strategic approach to customer relations. Highlight any innovative ideas you've implemented in the past that have led to increased customer satisfaction and retention, showcasing your ability to think outside the box.
✨Communicate Effectively
As an exceptional communicator, be ready to demonstrate your verbal and written communication skills. Practice articulating your thoughts clearly and concisely, as you'll need to lead by example in all forms of client conversation.
✨Emphasise Team Leadership Skills
Since you'll be managing a team, share your experiences in leading and motivating others. Discuss how you've successfully managed workloads and improved processes in previous positions, which will show your capability to enhance the team's performance.
