Job Description
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
1. Develop and implement customer service policies and procedures that set industry standards
2. Analyse customer feedback and service data to identify improvement opportunities
3. Design strategies to enhance customer satisfaction and build long-term loyalty
4. Monitor and report on key performance metrics to drive continuous improvement
5. Manage d...