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- Tasks: Lead a team to enhance customer service and satisfaction in the swimming pool industry.
- Company: Join the UK's top swimming pool retailer experiencing rapid growth and success.
- Benefits: Enjoy a competitive salary, clear progression, and a dynamic team environment.
- Why this job: Shape customer experiences and drive change in a thriving market with a supportive culture.
- Qualifications: Proven experience in customer service management and team leadership is essential.
- Other info: Opportunity to implement your vision and make a significant impact on the business.
The predicted salary is between 36000 - 60000 £ per year.
As the UK's leading swimming pool retailer, we are 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 are looking for an exceptional Customer Service Manager to help us raise the bar even higher.
The Customer Service Manager role:
We are seeking a results-driven leader to transform our customer service and aftersales operations. In this critical role, you will 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 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
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 optimize 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
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
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
Business Partnership
- Contribute to product development and service offerings based on customer insights
- Partner with Sales teams to ensure seamless order fulfillment
- Work closely with suppliers to optimize the supply chain
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
- Genuine passion for delivering outstanding customer experiences
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.
Customer Service Manager employer: Waterstream
Contact Detail:
Waterstream Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Research the swimming pool industry thoroughly. Understanding the market trends, customer expectations, and common challenges faced by pool owners will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Network with professionals in the customer service and swimming pool sectors. Attend industry events or join relevant online forums to connect with others who can provide insights or even refer you to opportunities within the company.
✨Tip Number 3
Prepare specific examples of how you've successfully led teams and improved customer service in previous roles. Being able to share measurable outcomes from your past experiences will make a strong impression on the hiring team.
✨Tip Number 4
Familiarise yourself with the company's values and customer service philosophy. Tailoring your approach to align with their mission will not only help you stand out but also show that you're a great cultural fit for the team.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly in retail or technical services. Use specific examples that demonstrate your leadership skills and achievements.
Craft a Compelling Cover Letter: In your cover letter, explain why you are the perfect fit for the Customer Service Manager role. Mention your passion for customer experiences and how your background aligns with the company's goals.
Showcase Analytical Skills: Emphasise your strong analytical skills in both your CV and cover letter. Provide examples of how you've used data to drive decisions and improve customer satisfaction in previous roles.
Highlight Team Leadership Experience: Detail your experience in leading and developing teams. Include any training programmes you've designed and how you've fostered a high-performance culture focused on customer excellence.
How to prepare for a job interview at Waterstream
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed and developed teams in the past.
✨Demonstrate Analytical Thinking
The role requires strong analytical skills. Be ready to talk about how you've used data to drive decisions and improve customer service in previous positions. Bring specific examples of metrics you've monitored and how they influenced your strategies.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to discuss how you would handle escalated complaints or complex service issues, showcasing your solutions-focused mindset.
✨Express Your Passion for Customer Experience
This company values exceptional customer experiences. Share your genuine passion for customer service and provide examples of how you've gone above and beyond to ensure customer satisfaction in your previous roles.
