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Community & Stakeholder Advisor
Swim England
Swim England is the national governing body for swimming, diving, water polo, open water swimming, and synchronised swimming in England. It forms part of British Swimming, a federation of the national governing bodies of England, Scotland, and Wales.
Job Posted- 11 Feb 2026
Status- Full Time
Location- England
Closing date- 23 Feb 2026
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.
Key Responsibilities
- 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.
Skills and Experience
Essential
- 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.
Desirable
- 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.
How to Apply
Please click APPLY NOW to begin the application process.
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