Community & Stakeholder Advisor

About the Role

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.

• 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.

• Proven experience handling customer enquiries across multiple channels, delivering accurate, professional, and customer‑focused service.
• Strong problem‑solving and decision‑making skills, with the ability to resolve complex issues independently.
• Excellent communication and interpersonal skills, with the confidence to engage effectively with a wide range of stakeholders.
• Good organisational skills, with the ability to manage multiple tasks and maintain accurate records.
• Ability to quickly learn and apply knowledge of business products, services, policies, and processes.
• Awareness of data protection, privacy, and compliance requirements, with a commitment to maintaining high standards.

• Experience processing financial transactions such as BACS, Direct Debit, cheques, or card payments.
• Experience using CRM or customer service platforms to manage enquiries and track outcomes.

Please click APPLY NOW to begin the application process.