Head of Customer Services

2 days ago

Ellesmere Port, United Kingdom Puddle Ducks Chester, Wirral and North Wales Full time

**Job Description - Head of Customer Care**

**Profile**

Puddle Ducks is one of the UK’s leading providers of baby and child swimming lessons, through a nation-wide network of franchises. The main purpose of the Customer Care
Manager role is to take responsibility for all areas of customer satisfaction in the local franchise in order to maintain and grow customer numbers & ultimately, profitability.

Customer care is foremost, from the moment a potential customer contacts the office. This role is critical in ensuring our customers feel welcome and looked after. The role requires not only an efficient and friendly telephone manner, but must ensure a well-organised and smooth running office and the Customer Care Coordinators throughout the term.

The role is primarily office-based, however you will be required regularly to carry out some duties from home, poolside and at other venues such as team meetings, conferences or presentations. Some regular weekend work will be required, to attend such things as team meetings, pools & classes and various talks, fairs & presentations.

You will also be part of an ‘on call’ rota to deal with unexpected events during evenings, weekends when the office is closed, at least one a month.

The hours of work will be; 5 days per week/ 5.6 weeks holiday per annum

Office location: Within Flintshire, Chester, Wirral region

Monday: 9.30am - 4pm
Tuesday: 9.30am - 4pm
Wednesday: 9.30am - 4pm
Friday: 9.30am - 4pm
Saturday: 8am - 2.30pm

NB* Each day contains a 30 minute unpaid break. 30 hours per week/ £18,700 salary per annum

Feedback is important in improving our business. You will be invited to be totally open and honest in all feedback, and to accept feedback in a similar manner.

Our teams helped us create Puddle Ducks vision, mission and company values and you will be expected to embrace these throughout this role.

Page 1 of 3

Puddle Ducks is a registered Trademark

© 2013-6 Puddle Ducks Franchising Ltd Job Description - Customer Care Manager Issue Date
13.1.2016

**Mission_: “_** We want every child to love swimming, respect the water and swim beautifully. That’s why our approach is unique and our standards are the highest”

**Unique Approach**:“Our passion and expertise for teaching swimming in a fun and individually tailored way is at the _heart_ of everything we do”
*
- Vision_: _

“**By 2020 we will be recognised as the number one choice for children’s swimming classes in the UK, delivering our mission to over 50,000 children per week. **”

**Values_: _As EXPERTS we are**:

- _ EXceeding expectations

**P**rofessional
**E**nterprising
**R**espectful
**T**rusted
**S**upportive

**Role Purpose**
- Take full accountability for all incoming and outgoing customer communication managing it efficiently and effectively
- Evaluate the re-enrolment & make recommendations to the Business Manager
- Assess viability of classes & report recommendations to the Business Manager
- Manage waiting lists & enquiries to maximise class sizes and drive profitability
- Proactively manage any actual or potential customer issues
- Proactively follow up with customers who leave Puddle Ducks to gather feedback, identify issues and report solutions to management
- Follow up on non-attendance to identify issues and demonstrate customer care.

**Benefits of role**
- A ‘best in class’ customer care environment, ensuring the customer’s experience of

Puddle Ducks office is second to none
- Classes are proactively managed and class sizes are maximised throughout the term
- A smooth & profitable re-enrolment process, maximising the KPIs
- Being on call as part of the team rota during weekends and outside office hours.

Page 2 of 3

Puddle Ducks is a registered Trademark

© 2013-6 Puddle Ducks Franchising Ltd Job Description - Customer Care Manager Issue Date
13.1.2016

**Responsibilities**
- Having a commitment to our vision, mission and values
- Coordinating and leading the Customer Coordinators on a daily basis
- Tasking the Customer Care team to manage workload and communication effectively
- Creating a happy, positive, motivated team of Customer Care Coordinators
- Professionally managing any HR issues with the Customer Care team
- Become a Puddle Ducks ambassador at relevant talks and fairs, giving presentations and engaging with prospective customers.
- New Customer contact ‘cold calling’ including identification new customer leads, or new products to existing customers, & customer conversion.
- Co-ordinating and attendance at events such as team meetings, conferences, PR events, photo-shoots etc.
- Ad hoc administrative tasks to support the team

**Reporting to**
- Business Manager

**Reporting from**
- Customer Care Coordinators (between 2-4 reports)

**Deliverables**
- Database always 100% up to date
- High staff retention of Customer Care team advisors
- Customer enquiries responded to within 24 hours
- Identification of customer issues and resolutions
- Inc

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