Customer Service Manager - Swimming Pool Industry - 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? 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.