Wizard Hot Tubs - Ilkeston, Derbyshire, DE7 5HX
Full-time, Permanent
Monday to Friday 8AM - 5PM
Wizard Hot Tubs is a long-established, family-run business based in Ilkeston. We sell, service, repair and install hot tubs, while also supplying hot tub parts, chemicals, covers, accessories and whirlpool bath systems across the UK.
We are also expanding further into saunas, ice baths and outdoor living products, so this is an exciting time to join the business.
We are looking for a hands-on General Manager / Operations Manager to help run the day-to-day side of the company, improve customer communication, support the team and bring better structure to how the business operates.
This is a practical role in a small business environment. It would suit someone organised, confident and proactive who is comfortable dealing with customers, managing priorities and helping a growing business move forward.
Why join us?
Wizard Hot Tubs has strong potential to grow with the right team, systems and leadership in place.
This role is not a dead-end management position. It is a chance to help shape the way the company runs, make real improvements and be part of the next stage of growth.
We know the starting package may not compete with larger corporate businesses, but this role offers genuine influence, variety and long-term opportunity. As the business grows and improvements are made in sales, customer service, efficiency and net profit, our aim is for the team to benefit through future pay progression and bonus schemes.
We are looking for someone who wants to help build something, not just maintain what already exists.
The role
The first priority will be to take pressure off the office by helping manage calls, emails, customer enquiries, messages and service requests.
You will also help organise daily workload across the team, making sure jobs are logged, tasks are assigned, customer issues are followed up and workshop work is scheduled properly.
You do not need to be a hot tub expert from day one. Strong organisation, customer service, leadership and common sense are more important.
Main responsibilities
- Managing incoming calls, emails and customer enquiries
- Taking messages and making sure they are logged and followed up
- Overseeing the CRM/job management system once implemented
- Assigning enquiries, service requests, complaints and orders to the right person
- Supporting the office team and reducing pressure on directors
- Organising day-to-day priorities across the team
- Helping plan engineer, workshop and customer workload
- Managing customer service standards and response times
- Handling customer complaints and escalating serious issues where needed
- Following up sales leads, quotes and service opportunities
- Improving the parcel, dispatch and order process
- Setting standards for warehouse organisation and stock control
- Scheduling workshop tasks including whirlpool bath builds and injection moulding work
- Creating simple processes, checklists and routines
- Reporting regularly to the directors on workload, issues and progress
The team
You will work closely with the directors and help coordinate a small team, including:
- Key Accounts & Website Coordinator
- Technical Sales & Field Support
- Trainee Hot Tub Engineer & Workshop Support
As the company grows, we are also planning to recruit additional engineering support.
What we are looking for
The right person will be organised, confident and able to take ownership. You should be comfortable speaking to customers, keeping people on track and improving how things are done.
Essential experience
- Previous experience in management, operations, office management, service coordination or a similar role
- Strong customer service skills
- Confident handling phone calls and emails
- Experience managing tasks, diaries, jobs or workloads
- Good organisation and attention to detail
- Comfortable using emails, computer systems, CRM systems or job management software
- Confident dealing with complaints or difficult customer conversations
- Able to prioritise in a busy environment
- Able to manage people in a firm but fair way
- Practical, calm and proactive attitude
Desirable experience
- Experience in a trade, service, repair, plumbing, heating, hot tub, pool, spa, bathroom, warehouse, outdoor living or engineering environment
- Experience organising engineers, workshop teams or field-based staff
- Experience with stock, dispatch, parcels or warehouse processes
- Experience with sales follow-up or customer quotes
- Experience helping improve systems or processes in a small business
- Experience supporting business growth or improving team performance
What we offer
- Full-time, permanent role
- Monday to Friday working week
- Long-established family business
- Varied role with real responsibility
- Opportunity to help shape the role and wider business
- Future pay progression and bonus scheme opportunities as the company grows
- On-site parking
- Company pension
- Staff discount
About Wizard Hot Tubs
Wizard Hot Tubs is based in Ilkeston, Derbyshire. We supply hot tubs, parts, chemicals, covers and accessories, as well as offering servicing, repairs, installations and whirlpool bath systems.
We are also expanding into saunas, ice baths and outdoor living products.
We are looking for someone who can help bring structure, improve communication, support the team and play an important part in the next stage of the company’s growth.
How to apply
Please apply with your CV and a short note explaining why you think you would be a good fit for the role.
We are particularly interested in hearing from people who have helped organise, improve or grow a small business or busy team.
Pay: From £30,000.00 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Store discount
Application question(s):
- Have you previously managed staff or coordinated a small team?
- Have you used a CRM, job management system or diary system before?
- Do you have experience in a trade, service, repair, warehouse, plumbing, heating, hot tub, pool, spa, outdoor living or similar environment?
- Are you able to commute to Ilkeston, Derbyshire?
- Please briefly explain a time you helped improve a process or organise a busy workplace.
- What appeals to you about joining a growing small business rather than a larger corporate company?
Work Location: In person
