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. 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
* Are you passionate about providing consistent WOW moments for customers and instilling this passion within a team of co-workers?
* Can you build life-long relationships with each and every customer?
* Do you want your impact to be global and reach across multiple segments and markets?
* Are you a strategic thinker, with a proven track record of helping businesses grow to the next level?
About the role
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.
Specifically, you will:
* 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
* Contribute to delivering the company’s sales strategy
* 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.
Personal profile:
* Excellent verbal & written communication skills
* Strong 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.
* Able to travel, including overseas, and be flexible with working days & hours.
* Has a passion for adventure travel and understands the market sector.
Job Information
Along with the salary, the role includes company benefits and is available for an immediate start. Interviews will be conducted on a rolling basis as applications are received.
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)
* PENSION: employer contribution
* WORKING HOURS: Full time based on 37.5 hours a week
* FLEXIBLE HOURS: Between 8AM-6PM with remote working options.
* OTHER INCENTIVES (but not limited to):
* Performance related bonus
* Discounted travel
* Personal budget for sporting challenge/professional development
* Swim Coaching sessions
* Team away trips
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, please send your CV and a covering email detailing the actions you would take to maintain and grow SwimTrek's base of "Raving Fans.", by Sunday 06 July 2025 to careers@swimtrek.com.
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!