Who we are 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. Customer Relations Manager
Are you a strategic thinker, with a proven track record of helping businesses grow to the next level?
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.
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
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.
Strong management skills with varied experience in dealing with staff across all levels
Commercially focussed and target driven with evidence of financial success
Ability to manage other staff members’ workloads and work quality
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. Office located on Brighton Beach (Sea Lanes) overlooking a 50m pool and the sea
HOLIDAYS : 33 days (inc. Bank Holidays)
PENSION : employer contribution
WORKING HOURS : Full time based on 37.FLEXIBLE HOURS : Between 8AM-6PM with remote working options.
Performance related bonus
Discounted travel
Personal budget for sporting challenge/professional development
by Sunday 06 July 2025 to careers@swimtrek.Make a splash with your career – join SwimTrek as our Customer Relations Manager!