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For Companies At a Glance
- Tasks: Lead a team to enhance customer service and aftersales in the swimming pool industry.
- Company: Join the UK's top swimming pool retailer, thriving in a booming market.
- Benefits: Enjoy a competitive salary, clear career progression, and a supportive team environment.
- Why this job: Make a real impact on customer experiences and drive company-wide improvements.
- Qualifications: Proven experience in customer service management and team leadership required.
- Other info: Opportunity to shape a growing department with budget authority to implement your vision.
The predicted salary is between 36000 - 60000 £ per year.
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
- 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
- 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
- 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
- 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.
Customer Service Manager - Swimming Pool Industry employer: Waterstream
Contact Detail:
Waterstream Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager - Swimming Pool Industry
✨Tip Number 1
Familiarise yourself with the swimming pool industry and its customer service standards. Understanding the specific challenges and expectations in this sector will help you demonstrate your expertise during interviews.
✨Tip Number 2
Prepare examples of how you've successfully led teams in previous roles. Highlight your experience in training and developing staff, as well as any strategies you've implemented that improved customer satisfaction.
✨Tip Number 3
Showcase your analytical skills by being ready to discuss how you've used data to drive decisions in past positions. Be prepared to suggest ways you could analyse customer feedback and service data to enhance their experience at StudySmarter.
✨Tip Number 4
Demonstrate your problem-solving abilities by preparing to discuss specific challenges you've faced in customer service management. Think about how you turned those challenges into opportunities for improvement and customer loyalty.
We think you need these skills to ace Customer Service Manager - Swimming Pool Industry
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 passionate about customer service and how your background aligns with the company's goals. Mention your experience in leading teams and improving customer satisfaction.
Showcase Analytical Skills: Emphasise your ability to analyse customer feedback and service data. Provide examples of how you've used data to drive decisions and improve service operations in previous roles.
Highlight Problem-Solving Abilities: Discuss specific instances where you've successfully resolved complex service issues or escalated complaints. This will demonstrate your problem-solving mindset and commitment to 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 mentored and developed team members 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 processes. 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. Think of complex service issues you've resolved and how you turned challenges into opportunities for customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Express Your Passion for Customer Experience
This role is all about enhancing customer satisfaction. Share your genuine passion for delivering outstanding customer experiences and any innovative ideas you have for improving service in the swimming pool industry.
