Job Description
Job Title:Customer Service Administrator
Employment Type: Permanent
Working Arrangement: Hybrid
Role Purpose
You'll be the first point of contact for customers of the national governing body for swimming and aquatics, delivering prompt, accurate and professional support across a wide range of enquiries (membership, awards, clubs, products and processes). You'll use your broad business knowledge and strong problem-solving skills to resolve issues efficiently, striving to address customer needs in one interaction wherever possible.
Key Responsibilities
Respond promptly and accurately to customer enquiries across multiple channels (phone, email, web chat,etc) covering topics such as membership, awards and club-related queries.
Manage complex or multi-topic interactions confidently, ensuring customer satisfaction is maintained while adhering to organisational policies and procedures.
Take ownership of customer issues from start to finish, recording accurate hand-over information when escalation is required.
Maintain comprehensive knowledge of the organisations products, services, policies and processes, and share that knowledge across the team to support resolutions.
Support the accurate and timely processing of incoming payments (cheque, BACS, Direct Debit or card transactions) and ensure correct recording in the finance system (desirable).
Maintain clear, accurate records of customer interactions and follow-up as required to ensure resolution, within KPI expectations.
Comply fully with privacy, data protection and regulatory requirements in all customer interactions and record-keeping.
Contribute positively to team culture, supporting the integrity, success and growth of aquatics by providing high-quality customer service.
Candidate Profile
Essential
Proven experience of handling customer enquiries across multiple channels, delivering accurate, professional service.
Strong problem-solving and decision-making skills, able to resolve complex issues independently.
Excellent communication and interpersonal skills, able to interact confidently with a broad range of stakeholders.
Good organisational ability, capable of managing multiple tasks and maintaining accurate records.
Knowledge of, or an ability to quickly learn, the organisations business products, services, policies and processes.
Awareness of data protection, privacy and compliance requirements and a commitment to maintaining high standards.
Desirable
Familiarity with processing financial transactions (BACS, Direct Debit, cheque or card payments).
Experience using a CRM or customer-service platform to manage enquiries and track outcomes.
Why Join?
You'll join a dynamic, values-driven organisation dedicated to promoting aquatics across England. This is a chance to deliver impactful service and support ensuring that clubs, members and participants get the high-quality experience they deserve.
If you are customer-focused, adaptable, personable and driven to deliver excellence in service, we would love to hear from you.
Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography.
Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.
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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.
