Job Description

Puddle Ducks is one of the UK's leading providers of baby and child swimming lessons, through a nation-wide network of franchises. The main purpose of this role is to ensure all customer contact points are followed up to the highest standard resulting in a high retention of customers, as well as growing customer numbers.

Customer care is foremost, from the moment a potential customer contacts the office to when they get in the pool for their swimming lessons. This role is critical in ensuring our customers feel welcome and looked after throughout their Puddle Ducks journey.

Your role will be to work autonomously within three territories to primarily convert leads into customers. You will be confident on the telephone and will reply to emails and other forms of communication in a professional manner.

To succeed in this role, you will need to be a self-starter who is passionate about achieving results and making a difference. As they say, 'people buy people', so your charismatic personality will be just as important as any proven sales experience, and you need to be organised, and able to prioritise your time to maximise results.

The role is home- based and done over the telephone, however you may be required to carry out some duties from pools and at other venues such as for team meetings, conferences or presentations.

Feedback is important in improving our business. You will be invited to be totally open and honest in all feedback, and to accept feedback in a similar manner.

Our teams helped us create Puddle Ducks vision, mission and company values and you will be expected to embrace these throughout this role.

Mission

: "We want every child to love swimming, respect the water and swim beautifully. That's why our approach is unique and our standards are the highest"

Unique Approach:

"Our passion and expertise for teaching swimming in a fun and individually tailored way is at the heart of everything we do"

Vision

:

"

By 2025 we will be recognised as the number one choice for children's swimming classes in the UK, delivering our mission to over 50,000 children per week."

Values

:

As EXPERTS we are:

EX

ceeding expectations

P

rofessional

E

nterprising

R

espectful

T

rusted

S

upportive

Role Purpose

To provide a first-class, friendly and professional service to our customers. To carry out customer care duties to ensure that the very best customer service is provided. To respond to new enquiries and convert them into Puddle Ducks customers.

Responsibilities

Having a commitment to our vision, mission and values. Become an expert in the Puddle Ducks journey. Responding to new enquiries (online, email and telephone) promptly to convert into Puddle Ducks class members by effectively communicating with them about our award-winning classes. Go the "extra mile" to give new/potential customers a great experience and a positive first impression of the business. Schedule and undertake follow up calls with new customers at the start of their Puddle Ducks journey. Maintain accurate customer information and databases. Respond to queries from current customers. Proactively manage any actual or potential customer issues. Contribute towards creating a 'best-in-class' customer care environment, ensuring the customer's experience of Puddle Ducks office is second to none. Go the "extra mile" to give new/potential customers a great experience and a positive first impression of the business. Ensure all customers are up to date with payments and have a relevant payment method in place. Contacting those customers where further money is needed or where a replacement payment method is needed. Any other ad hoc administrative tasks to support the team as and when required.

Personal qualities

Target driven and someone who thrives on exceeding personal targets. Proven self-starter. Personable and friendly manner. Excellent written and verbal communication skills. Organised and customer service focused. Problem solver and a good listener. Ability to deal with and take ownership of complaints. Ability to think ''outside the box". Attention to detail. Strong communicator. Team player and passionate about what they do.

Reporting to

Franchise Manager

Deliverables

Well managed telephone line with calls being answered promptly. All emails dealt with within 24 hours of being sent. All website enquires dealt with (phoned and booked in or placed on a waiting list) within 24 hours. Identification of customer issues and providing a resolution. Customer data management. Delivery of local and national KPI's e.g. customer retention or occupancy %. Promoting and selling Puddle Ducks shop items to customers e.g. Happy Nappy

Measure of Success

The achievement of deliverables defined above New bookings/enquiry conversions Improved customer retention Customer satisfaction and comments
Job Types: Part-time, Permanent

Pay: From 13.00 per hour

Expected hours: 10 - 15 per week

Benefits:

Company pension Employee discount Health & wellbeing programme Work from home
Application question(s):

Available to work either Saturday or Sunday morning?
Experience:

Direct sales: 1 year (required)
Work Location: Hybrid remote in York YO24 1NF