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Customer Service Manager - Swimming Pool Industry -Â Â Competitive Salary - West Sussex
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 Customer Service Manager role:
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 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
- Manage resource allocation, scheduling, and performance standards
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
- Process warranty claims and ensure compliance with all regulations and company standards
- Stay current with industry best practices in customer service and aftersales
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
- Turn service challenges into opportunities to strengthen customer relationships
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
- 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 experiences
Ready to Make a Splash?Â
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.
