Overview:
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.”
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: 15–20 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.”?
Flexible work from home options available.
