Job Description

Closing date - Friday 4th July 2025

Speculative Week for Interviews - Week Commencing Monday 30th June 2025

Job Title:

Program Co-Ordinator

Reporting to:

General Manager

Role Type:

Permanent Part Time

Main Purpose of the Role

The successful candidate will be an integral part of a small team that provides essential and exceptional service to our:

Current clients, those on our waiting list and those making new enquiries. Swim tutors Management team
This role is pivotal in ensuring everyone has up-to-date and relevant information to do their jobs well and customers have the most up to date and relevant information. The successful candidate will need to build strong relationships with Springboard staff and customers, being welcoming and supportive to all whether in person, via Teams to staff members or email and phone calls with customers.

Place of work

The successful candidate will be mainly office based in Crane Mews, Twickenham. However you will be required to do some face-to-face customer service work at our pools at the start of term and during assessment weeks.

Hours of Work

Usual hours of work have negotiable start / end times and are:

Mondays: 4 hours Thursday: 8 hours Friday: 8 hours
The successful candidate would also be free to help as required during our peak busy times which are usually 2 weeks per term, including a weekend day per term (Saturday or Sunday).

Illustrative duties of the role

The list of duties are illustrative to the role and intended to give a flavour of the role and not the complete list of duties. Your role and duties may change to meet business needs.

Customer Service/General Queries: responding to large number of communications from customers and potential customers by email, telephone and social media. This includes offering lessons and booking in new swimmers where appropriate. Banking: To record payments into our bank account to the correct families, process refunds as required, email confirmation of payment, chase late payments. Onboarding new swimmers: Processing application forms, identifying when assessments are required and booking these in; updating tutors and registration systems. Holiday Course Management including marketing of courses, completing bookings and preparing tutor and customer information. Office management including maintaining an organised, safe and efficient office; Stock Checking and ordering; ensuring all company policy and guidance is accurate and circulated to relevant staff members. Outreach: Provide an active presence at external events, such as local fairs and school galas.

Person Specification

Essential Work Experience

Experience in providing customer service that is excellent, sometimes with difficult customers. Experience in providing excellent communication with a wide range of people Experience in using word processing, spreadsheets, email, databases and mail merging Experienced in a task-focused role Experience working independently as well as part of a team

Desirable Work Experience

Previous experience in a similar role Previous experience in a swim school environment Experience using Microsoft Office Suite and Teams

Essential Personal Skills

Punctual and Reliable The ability to develop and maintain strong working relationships with customers and Springboard staff Good mathematical, verbal and written communication skills The ability to remain task-focused whilst under pressure and complete all work in a timely manner. To be flexible in working hours and days during busy periods. Ability to travel to any of the Springboard Venues within the London Borough of Richmond

Desirable Personal Skills

The ability to remain calm and friendly, multi-task, prioritise and manage your own time effectively, and work intuitively, especially during busy periods.

Holiday

6 weeks paid leave. Due to the nature of our business, this must be taken

1 week during Springboard's Easter Break 2/3 weeks during Springboard's Summer holidays 2/3 weeks during Springboard's Christmas holidays
Job Types: Part-time, Permanent

Benefits:

Flexitime
Schedule:

8 hour shift Holidays Monday to Friday Weekend availability
Application question(s):

Please describe a time where you provided excellent customer service. What was it that made the customer service excellent, and how did that benefit your customers experience? How do you plan and prioritise a busy work schedule? How do you adapt when a more urgent task is presented to you?
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 04/07/2025
Reference ID: PTPCsummer2025
Expected start date: 07/07/2025