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 personalised, high-quality service and creating unforgettable memories for our customers. We embrace diverse backgrounds, perspectives, and skills to drive innovation and create an inclusive culture where all employees can thrive. If you need any special arrangements, please let us know.
Customer Relations Manager
The Customer Relations Manager will work with and support the Managing 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. This role also contributes to IT developments within the reservation booking system that interacts across all departments of the business.
Reporting to the Managing Director, the key responsibilities of the role are:
* Delivering and leading the company’s customer service strategy
* Management of complaints and compensation
* Contributing to the delivery of the company’s sales strategy
* Leading the Customer Team administrative procedures
What We’re Looking For:
* Strong man management skills with varied experience in dealing with staff across all levels
* Commercially focussed and target driven with evidence of financial success
* A pro‑active and organised individual, with a keen eye for detail
* Ability to multi‑task and manage time effectively
* Ability to manage other staff members’ workloads and work quality
* Friendly and enthusiastic with “can‑do” attitude
* Ability to self‑manage and motivate while under pressure
* Highly confident decision maker with effective problem‑solving skills
* Ability to implement effective systems for all aspects of SwimTrek’s Customer Service and improve processes.
* Degree level with GCSE level in English & Maths
* Advanced Excel skills and ability to produce high detailed reports
* Advanced knowledge of Microsoft office applications
* Knowledge of software apps that improve efficiencies
* Knowledge & experience of complaint handling processes and legal requirements
* Able to travel, including overseas, and be flexible with working days & hours
* Experience of working and managing a team within a Call Centre environment
* Experience in developing commercial reports and systems to automate the data
* Experience of using a CRM
* Experience working in a diverse and busy team
* Experience of using initiative to solve problems
* To be able to speak a foreign language
* Passionate about sports/adventure travel
* Knowledge of open water swimming
* Adventure Travel product knowledge
* Travel industry experience
* Supplier negotiation and pricing experience
The list of responsibilities should not be considered exhaustive. You may be required to undertake various other duties as reasonably required.
Why SwimTrek?
* LOCATION: Office located on Brighton Beach (Sea Lanes) overlooking a 50m pool and the sea
* SALARY: Market rate
* HOLIDAYS: 33 days (inc. Bank Holidays)
* WORKING HOURS: Full time based on 37.5 hours a week. 1 or 2 Saturday's a month between May and October.
* FLEXIBLE HOURS: Between 8AM-6PM with remote working options.
* OTHER INCENTIVES (but not limited to):
* Performance related bonus
* Discounted travel
* Swim Coaching sessions
* Team away trips
The details:
* Full-time (37.5 hours a week)
More information:
https://www.swimtrek.com/job-vacancy-customer-relations-manager
How to Apply:
If you feel that you are the right person for this position and that you can bring the required skills to the role, apply by Sunday 15th March 2026.
Interviews will be conducted on a rolling basis, so the position may be filled before the advertised closing date.
Make a splash with your career – join SwimTrek as our Customer Relations Manager!
#J-18808-Ljbffr