Aquatics & Customer Experience Manager

Aquatics & Customer Experience Manager

A position at British Swim School is more than just a job; it is an opportunity to learn, grow, and make an impact in your community through our mission of "Every Age. Every Stage."

As an Aquatics & Customer Experience Manager, you'll lead and support Aquatics Managers, swim instructors, and customer service representatives while helping families develop essential swimming and water safety skills.

Compensation & Benefits

• Competitive pay based on experience
• Paid training
• Employee discounts
• Development opportunities

Your Role

As the Aquatics & Customer Experience Manager, you'll oversee team leadership, scheduling, customer service, administrative functions, and performance across our locations while working closely with the franchise owners, employees, families, facility partners, and British Swim School corporate.

Key Responsibilities

• Team Leadership: Hire, train, develop, and manage Aquatics Managers, swim instructors, and customer service representatives & do customer service escalation on a regular basis, while driving accountability and performance.
• Scheduling & Operations: Manage instructor scheduling, lesson coverage, schedule optimization, staffing changes, and daily operational needs.
• Customer Experience: Oversee customer service onsite, by phone, and email while resolving escalated customer concerns.
• Administrative & Financial Management: Manage customer accounts, monthly tuition, billing, records, and cloud-based class management systems.
• Performance & Growth: Drive retention, revenue, enrollment, staffing efficiency, and service excellence across locations.
• Safety & Compliance: Maintain safety standards and the Emergency Action Plan while ensuring staff are trained on applicable procedures.
• Training & Communication: Lead weekly management meetings and coordinate monthly employee in-service training based on team needs.
• Business Relationships: Maintain relationships with facility partners, marketing vendors, British Swim School corporate, and the business coach.
• Technology & Automation: Assist franchise owners with software development and automation initiatives across scheduling, customer service, staffing, and administrative functions.
• Continuous Improvement: Identify opportunities and implement solutions that improve operations, customer experience, and business performance.

Qualifications

• Leadership Experience: 3+ years of supervisory, management, or team leadership experience preferred.
• Organization: Strong ability to manage people, schedules, systems, and competing priorities.
• Communication: Excellent written and verbal communication skills with the ability to handle difficult conversations professionally.
• Problem Solving: Solution-oriented approach with strong judgment and follow-through.
• Adaptability: Comfortable working in a fast-paced environment with changing priorities.
• Swimming: Able to swim.

Preferred Skills

• Experience hiring, training, and developing employees
• Experience managing teams and staff schedules
• Experience in aquatics, fitness, hospitality, childcare, education, or customer service
• Familiarity with cloud-based scheduling or class management software
• Experience with employee relations and customer escalations
• Experience working with vendors and external business partners
• Bilingual (English/Spanish) is a plus
• Lifeguard, CPR, or First Aid certifications preferred (can be obtained during employment)

Work Hours

• In-person: 1520 hours/week, primarily evenings and weekends
• Remote: Additional administrative, scheduling, and meeting work as needed

Ready to join a team dedicated to water safety and supporting swimmers "Every Age. Every Stage."? Apply now to become part of the British Swim School family!

Flexible work from home options available.

Compensation: $22.00 - $25.00 per hour

Working at British Swim School is more than just a job; it's a chance to create a lasting impact that could change a child's life.

As part of the British Swim School Team, you play a role in your local community, empowering others and sharing your passion. It's a chance to be part of a fun-loving team of dedicated people who are committed to promoting water safety and a lifelong love of the water.

While we teach swimming to people of all ages and abilities, most of our students are preschool and elementary-aged kids. Our instructors should like working with this age group and be good at making parents feel comfortable. It's helpful if you have experience with children or in a child-focused job, but it's not required if you can show the right attitude. The job comes with specialized training in our advanced and unique British Swim School approach.

We also have exciting opportunities with our Customer Service Team, even if you're not in the pool. These are the people committed to providing the best service in the industry. In these roles, you might talk to parents on the phone or by the pool. Wherever you are, the aim is to make everyone feel like part of the British Swim School Family as we focus on ensuring the "Survival of the Littlest."

Each franchise location is independently owned and operated by a franchisee (franchise owner). Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to British Swim School Corporate.