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Customer service manager

Crawley
Pioneering People
Customer service manager
Posted: 6h ago
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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
* 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
* 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

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.

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