Customer Service Manager

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.