Jobs, fresher vacancy - Customer Service Manager • Crawley

Company: Pioneering People

Crawley

Customer Service Manager - Swimming Pool Industry - Competitive Salary - West SussexAs 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 experienceOpportunity to shape a growing department in a market-leading companyBudget authority to implement your visionClear progression path as we continue to expandDynamic, supportive team environment What You'll Do:Strategic Leadership Develop and implement customer service policies and procedures that set industry standardsAnalyse customer feedback and service data to identify improvement opportunitiesDesign strategies to enhance customer satisfaction and build long-term loyaltyMonitor and report on key performance metrics to drive continuous improvementManage departmental budget and optimize resource allocation Team Leadership & Development Lead, mentor and develop a team of 10 field engineers and 2 office-based agentsDesign and deliver comprehensive training programs for all team membersBuild a high-performance culture focused on customer excellenceManage resource allocation, scheduling, and performance standards Operational Excellence Design and implement process improvements to boost efficiency across field and office operationsOversee service booking systems for repairs and maintenanceManage stock control systems to ensure engineers have what they need, when they need itProcess warranty claims and ensure compliance with all regulations and company standardsStay current with industry best practices in customer service and aftersales Customer Experience Handle and resolve escalated complaints and complex service issuesProactively communicate with customers about service updates and delivery timelinesConduct satisfaction follow-ups to ensure we're exceeding expectationsTurn service challenges into opportunities to strengthen customer relationships Business Partnership Contribute to product development and service offerings based on customer insightsPartner with Sales teams to ensure seamless order fulfillmentWork closely with suppliers to optimize the supply chainCollaborate 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 fieldsExperience leading teams with demonstrable training and development successStrong analytical skills with experience using data to drive decisionsBudget management experienceExcellent problem-solving abilities with a solutions-focused mindsetOutstanding communication skills, both written and verbalAbility to thrive in a fast-paced, dynamic environmentSystems-thinking approach to process improvementGenuine 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.