Aquarius Customer Journey Supervisor

Reference Number: XL227

Closing Date: 9th April 2025

Location: Centre AT7, Xcel Leisure Centre, Alan Higgs Centre

Hours: 3 x 20 hours position

Rate of Pay: £13.00

About the role:

Join Our Team as a Customer Journey Supervisor at Aquarius Swim School!
3 vacant position available across our sites.

Are you passionate about creating exceptional customer experiences and helping children develop lifesaving skills? Do you thrive in a dynamic, fast-paced environment? We’re looking for a Customer Journey Supervisor to lead the charge in delivering a seamless, high-quality experience for our swim school customers and driving retention through top-tier service.

What You’ll Do:

• Oversee daily operations and manage a team of swimming instructors
• Gather and respond to customer feedback to ensure continuous improvement
• Take charge of rota management, secondary spend strategies, and customer satisfaction
• Drive higher retention rates by delivering outstanding service and ensuring every customer’s journey is memorable

What We’re Looking For:

• Energetic, hardworking, and dynamic leadership
•  Exceptional communication and problem-solving skills
•  The ability to think on your feet and make quick, effective decisions
•  A passion for helping children develop lifesaving skills through swimming
•  A commitment to creating a fun, supportive environment for swimmers of all ages and abilities
•  Working hours to cover the operation of the Learn to Swim programme, including afternoons, early evenings, and occasional weekends

Ready to dive in? Apply today and become a key player in shaping the future of our swim school!

*Successful Applicants must be available for interviews between
14^th – 17^th April 2025*

DBS Clearance will be required for the successful candidate. 
Please click on this link for further details: https://cvlife.co.uk/dbs/ 

Job Description

Reporting to: Aquatic Business Development Manager

Responsible for: Swimming Teachers level 1 to 3, Modern Apprentice Swim and Pool Helpers

Scope

Coventry Sports Foundation and Culture Coventry Trust are operating as CV Life, so that the scope of this Job Description as a CV Life document extends to cover the employment contracts held with either Coventry Sports Foundation or Culture Coventry Trust.

Overall purpose and objective of the role

The Aquarius Customer Service Supervisor will Lead the Swimming Team and ensure that all operational aspects of the Aquarius swimming school run effectively . You will oversee rota management, line manage the team of swimming teachers, and handle customer complaints with professionalism. This role is crucial in achieving and maintaining high standards of quality to improve retention and to increase secondary spend (such as badges, equipment, and additional courses).

Main duties of the role:

1. To be responsible for the day-to-day co-ordination / management  and operation of the learn to swim programme.
2. To manage the Swim team rota, ensuring all shifts are adequately covered, including managing  staff sickness and annual leave requests.
3. To coordinate the on-going training and continued professional development of team of Swimming Teachers and Pool Helpers
4. To support the process of the collection of regular Key Performance Indicators in relation to Aquarius and Eduaction swimming lessons.
5. To respond to all customer feedback regarding the Aquarius swimming programme in line with the CV Life corporate policy .
6. To manage the Aquarius awards scheme and resale goods associated to the programme, meeting financial targets in relation to secondary spend and controlling and managing levels of stock.
7. To lead the regular scheduled meetings with swimming teachers, setting agendas and recording accurate minutes, and attend any other meeting that are required as part of the role.
8. To play a key role in enhancing customer retention by creating a positive, memorable experience for every swimmer, collaborate with other departments to implement retention strategies and loyalty programmes
9. To support the Aquatic Business Development manager to develop the Aquarius annual marketing and communication plan, in order to offer an active social media presence and website content updates with regular programmed campaigns.
10. To work flexibly and be a point of contact for Aquarius customers at l CV Life facilities to ensure an excellent customer journey.
11. To organise/attend special events to market the Aquarius swim programme.

This job description is neither exhaustive nor exclusive and may be reviewed and updated depending upon operational requirements and staffing levels.

Responsibilities for all employees

• To embrace and lead by example on the Company’s key values of PRIDE, PASSION and PERFORMANCE or those that might at any time be subsequently re-defined.
• To undertake all duties and fully comply with all of the Company’s general standards and those relating to the specific requirements of the role.
• To carry out tasks at a range of sites that are either operated or managed by the Companies / Trusts or where services are delivered by the Companies / Trusts 
• To be involved in any aspects or opportunities for sharing of good practice, expertise and responsibilities within the Companies / Trusts. To generally help promote the work and public image of the Companies / Trusts, always maintaining high standards of customer service and personal appearance. 
• To attend and fully engage with all internal training and development requirements and opportunities, and maintain such qualifications as required by the demands of the role.
• To interact positively with customers adopting a friendly and professional approach at all times.
• To support the Company’s commitment to providing a safe environment for children, young people ad vulnerable adults, ensuring awareness of the Company’s Safeguarding Policy, Procedures and Practice Guidance, and to be vigilant, reporting any safeguarding concerns without delay. 
• To comply with the General Data Protection Regulations when dealing with, maintaining, sharing and storing information.
• To undertake other duties as specified, which are appropriate to the qualifications, experience and general level of the post.
• To co-operate with managers and colleagues to ensure environmental responsibilities are complied with.

Person Specification

Essential Personal Attributes

• Ability to work on own initiative & lead team of people
• Adaptable, approachable and flexible
•  Ability to be positively persuasive and motivate individuals and teams
•  Supportive qualities that will encourage young people in the support of their personal goals
• Flexibility and organised approach to work
• Ability to work between 2pm – 7pm and weekends as and when required

Essential Knowledge and Experience

• Experience of planning and delivering Swimming Lessons as a volunteer or in paid employment in either a school, club or community setting
• Good understanding of Safeguarding, Health and Safety, swimming equity principles, policies and procedures
• Experience of monitoring/evaluation of Swimming Lessons
• Knowledge of relevant National Governing Body programmes, policies and procedures
• Relevant knowledge and experience of Swimming Development, including School and Club development
• At least ASA/STA Level 2 Aquatic Teaching Qualification
• Ability to understand and interrupt financial management information and Key Performance Indicators
• Experience of using Microsoft Office packages
• Good numeracy and literacy skills

Essential Special Skills

• Ability to plan and implement schemes of work
• Knowledge of Health and Safety issues surrounding Swimming Activities and facilities
• Excellent Organisational, planning and administration skills
• Excellent communication skills
• Excellent leadership skills
• Ability to adapt sessions appropriately dependant on the needs of the group
• Ability to work to deadlines & complete accurate data

Special Circumstances

• This role requires Enhanced DBS clearance.
• This role includes working unsociable hours including evenings, weekends, and Bank Holidays.
• Ability to travel between sites.
• Interest in working with underrepresented and disadvantaged community groups/individuals.

If you have any enquires, please contact our Human Resources Team by emailing recruitment@cvlife.co.uk