Join British Swim School as a Swim School Location Manager in Northern New Jersey and help us on our mission to save little lives!

The position of Customer Experience Manager at British Swim School Hudson Waterfront is responsible for ensuring that all parents and swimmers receive an experience that is of the absolute highest quality. You will work side by side with the Director of Operations on staffing Deck Ambassadors, implementing new policies & procedures and improving the land staff in all other aspects of their jobs.
So what are you waiting for, come be a part of the BSS family - it will be the best decision you can make. Good life begins with a good company! COMPANY MISSION
BRITISH SWIM SCHOOL is dedicated to ensure that every person, regardless of age or ability, has the opportunity to become a safe and happy swimmer in the water, and we will not stop until accidental drowning amongst children is history. Across 26 states and Canada, we work every day, for every child and adult who cannot swim. To prevent drownings. To save their lives. And we don't give up on anyone!

Requirements Strong and effective written and oral communication skills Strong Leadership Qualities Critical Thinking, Problem Solving, Analysis, Strategic Planning Training, Coaching, Development and Appropriate Discipline of associates Effectively Lead and Manage Deck Ambassadors and Sr. Deck Ambassadors Flexible evening and weekend schedule to be poolside 4-5 days a week.

Roles and Responsibilities

• Responsible for the team at the pool providing a consistently superb customer experience
• Responsible for drop prevention and poolside enrollments
• Responsible for staff and patrons’ adherence to safety rules (Rules of 3, facility safety guidelines, etc)
• Train, coach and continuously develop the deck ambassador staff.

Train new deck ambassadors Set clear expectations, hold team members accountable and provide regular constructive feedback to each team member on their performance. Monitor arrival and departure times as well as overall behavior of all staff at the pool.

• Hold accountability conversations with all pool staff who fail to meet expectations in all areas except swim lesson quality (which will be done by the AM). Inform the AM about issues in swim lesson quality observed.
• Ensure all official procedures are adhered to by deck ambassadors, including the upkeep of pool equipment, changing areas, etc., and ensure that BSS-HWF follows all CDC, state, federal and Corporate guidelines for pool operations.
• Handle all upcoming issues on deck, and delegates swim instructor related parent complaints to AM in a timely manner.

Handle parent issues forwarded by the call center (e.g. via ticketing system) Responsible for outcome of set up, clean up and closing.

• Responsible for delegating and participating in duties to keep deck clean and sanitized
• Responsible for delegating and participating in duties related to customer service (check ins, make ups, information to parents ect.)
• Responsible for communication among staff in regards to: All attendance matters, parent complaints, disciplinary actions for not following protocols (with the help of AM for swim instructors).
• Assigning office hours to staff members: Office hours will be 1-2 hours before or after a shift dedicated to handling parent communication
• In the case that coverage is needed and can not be provided by any other deck staff, the Customer Experience Manager must act as coverage.
• Assist Director of Operations in implementing new programs.
• Analyze current policies and procedures and identify possible areas of improvement, in which all pools can be more productive, more efficient, and more highly regarded
• Gauge customer satisfaction and find ways to increase overall customer happiness when it comes to our program’s customer service

Manage escalated situations & emergency situations at pools, and inform the Director of Operations of steps taken. Follow up with upset parents in a timely manner, and record steps taken to use in future events

• Handle payroll duties via WorkForce ADP, every pay period - once teams are assigned

Ensure that capacity limits and traffic flow rules are being adhered. Other responsibilities as assigned by Director of Operations.
BENEFITS

• Medical, vision, dental
• A position filled with purpose and fun
• A dynamic and rewarding mission-based corporate culture that fits your personality
• Free Employee Assistance Program for expert support with mental, physical and financial health
• Opportunities for internal advancement
• We provide PTO, plus you get your Birthday off paid. We also have a reimbursement program for personal development training

Check out @britishswimschoolhudsonwf_nj on Instagram to see some of our happy students and your future team at work!

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.