Customer Service Manager - Marina Leisure Operator
Long Eaton Nottingham (optional two days WFH)
Up to £45,000 + excellent benefits
We are working with a successful, growing nationwide marina operator to find a Customer Service Manager to lead and develop their central customer support function and oversee the full customer support journey, from contracts and account management through to complaints resolution and process improvement.
With the company expected to grow significantly over the next 12-months, there will be the opportunity to grow the team and develop the role further, so it is an exciting time to be joining them.
Benefits include working Monday-Friday over 37.5 hours a week, option to WFH 2 days week, 33 days holiday, 6% matched pension, private healthcare, life assurance and discounts on moorings, gyms and more. Plus, you will get to work by the waterside with a head office team who are all very friendly, down to earth and will provide you with all the support to develop and advance your career.
Key Responsibilities
- Lead, coach and develop the Customer Service Team to deliver consistently high service standards and customer satisfaction.
- Oversee all customer administration processes including contracts, account amendments, exits, billing queries and support requests.
- Act as an escalation point for complex customer enquiries and complaints, ensuring timely and professional resolution.
- Monitor customer service performance against agreed SLAs, ensuring accuracy, responsiveness and operational consistency.
- Identify and implement process improvements, automation opportunities and operational efficiencies across customer support activities.
- Work collaboratively with Finance, Operations, marina teams and third-party partners to improve service delivery and customer outcomes.
Person Specification
- Positive customer-focussed approach and supportive, collaborative working tyle.
- Proven experience leading and developing customer service, customer support or business administration teams within a fast-paced consumer services environment such as retail, leisure, fitness, recreation, hospitality, banking, insurance, automotive trade or estate agency.
- Experience using CRM systems, technology and data to monitor performance and improve service delivery.
- Strong administrative background with process driven mindset, attention to detail and capacity to multi-task at pace.
- Stakeholder management experience working across multiple departments.
- Have your own transport and living within commuting distance of Long Eaton.
- Ideally have an interest in boats, the waterside, outdoor living or being active outdoors.
For more information., please click apply together with writing a few words on why this opportunity appeals to you.
Pay: Up to £45,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Work from home
Ability to commute/relocate:
- Long Eaton, Derbyshire: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Why does managing the customer support function for a marina operator excite you?
Experience:
- service/administration department management: 2 years (required)
- team leadership : 2 years (required)
- CRM and IT systems: 1 year (required)
- Data analysis: 1 year (required)
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
