Community & Stakeholder Advisor

Organisation: Swim England
Salary: 23,000.00 ~ 24,000.00 GBP annually
Location: SportPark Pavilion 3, 3 Oakwood Drive Loughborough University Loughborough Leicestershire LE11 3QF
Contract type: Permanent (Full time)
Closing date: 23 February 2026
Job Description: To act as the first point of contact for Swim England’s customers and stakeholders, delivering high-quality, professional customer service across multiple channels. The role requires strong problem-solving skills, adaptability, and broad business knowledge to resolve enquiries efficiently, with a focus on achieving resolution at the first point of contact wherever possible.

Key Responsibilities:

Respond promptly and accurately to customer enquiries across multiple channels, including phone and email, covering a wide range of topics such as awards, membership, and club-related queries.

Confidently manage complex or multi-topic interactions, ensuring customer satisfaction while adhering to Swim England policies, procedures, and values.

Take ownership of customer issues from start to finish, resolving queries independently wherever possible and escalating only when necessary with clear and accurate handover information.

Maintain and develop comprehensive knowledge of Swim England’s products, services, policies, and processes to support timely and effective resolution of enquiries.

Support the accurate and timely processing of incoming payments, including cheque, BACS, Direct Debit, and card transactions, ensuring correct recording within financial systems.

Maintain clear, accurate, and up-to-date records of customer interactions using CRM or customer service systems.

Comply fully with data protection, privacy, and other regulatory requirements in all customer interactions.

Consistently meet or exceed agreed customer service quality and efficiency KPIs.

Contribute positively to team culture, supporting collaboration, shared learning, and continuous improvement.

Ensure every interaction upholds the integrity, reputation, and growth of aquatic sports through high-quality customer resolutions.
How to apply: To find out more information and to apply, please use the following link: https://sepeople.jobs.people-first.com/jobs/search