Customer Experience Leader

3 weeks ago

Guildford, United Kingdom The Electric Boat Company Ltd Full time

The Electric Boat Company are looking for enthusiastic and friendly individuals to join our boat hire team. Working in some of the most beautiful settings on the River Wey you’ll meet a variety of people and will help to ensure that their time on the water with us is as enjoyable as it can be. We are an approachable and forward thinking team and looking for individuals who love the outdoors to join us.

As a site leader you will be responsible for the the day to day operations of our brand new boat hire location in Guildford.

Your role will involve overseeing a small team of people and ensuring an exceptional standard of customer service is delivered. You will also frequently be required to work on your own during our quieter periods.

You will assist with the running and maintenance of our self drive hire operation. Here you will be welcoming passengers and briefing them on the safe use of the relevant boat, dealing with enquiries and ensuring the fleet remain presented to our exceptional standards and fulfilling basic maintenance tasks to ensure the reliability and safety of the fleet.

When required, you will also support with administrative tasks including scheduling staff rotas, responding to enquiries and provisioning to ensure the smooth running of day to day operations.

Your primary base will be in Guildford though from time to time you may be asked to support with our sites near Cleanerenhead ('Boating at Cliveden') and Marlow.

**Responsibilities**
- During opening hours you will oversee a small team and ensure our visitors receive an exceptional service.
- You will be the main point of contact for relevant stakeholders.
- You will conduct daily safety and technical checks and maintain records according to company policy.
- You will perform running repairs and maintenance tasks across the fleet as required.
- You will perform administrative tasks including staff rotas and correspondence, answering enquiries, scheduling bookings, stock taking and provisioning.
- You will work with the rest of the team to ensure all boats and equipment are safely cleaned and sanitised after each use and that visitors are adhering to the social distancing guidance in place at the time.
- You will prepare the boats for the day's schedule. You will take full responsibility for keeping the boats clean and serviceable day to day. Any maintenance required above and beyond your role will need to be reported to the relevant contact immediately.
- You will enter walk up bookings in the online booking system and assist members of the public with enquiries and feedback relating to our boat operation, Dapdune Wharf and our wider offering.

**Personal Skills**

**Required**:

- Exceptional people skills. You will come in to contact with a complete range of people and be required to provide a high level of customer service to all.
- Strong teamwork, communication and leadership skills.
- A positive 'can do' approach.
- Problem solving initiative and flexibility.
- Proficient using computers and booking software (specific training will be provided).
- Passion for the outdoors and willingness to work outside whatever the weather.
- Fluent English and the right to work in the UK.

**Desirable**
- Previous boating experience.
- Previous leadership or management experience.
- Customer service/management qualification.
- Knowledge of Dapdune Wharf and the River Wey.
- First Aid qualification.
- Technical/engineering experience.
- Engineering or mechanical qualification (Marine or other).

Please note this is a seasonal role operating to 31st October 2023. Following an initial trial period a fixed term contract will be provided. Payment will be made monthly by PAYE.

Due to the nature of the business you will be required to work most weekends and bank holidays.

Successful applicants will also be required to attend mandatory training prior starting.

Training can be provided for the right applicant though existing experience and qualifications would be preferred.

**Job Types**: Full-time, Temporary

**Salary**: £8-£15 per hour

COVID-19 considerations:
All boats and equipment are fully cleaned and sanitised between every use. All visitors are provided with social distancing guidance and our COVID policy at the time of booking. This is a public facing role in an outdoors environment.

**Job Types**: Full-time, Part-time, Temporary contract, Fixed term contract, Zero hours contract
Contract length: 7 months
Part-time hours: 8-40 per week

**Salary**: £8.00-£15.00 per hour

**Benefits**:

- On-site parking

Schedule:

- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Holidays
- Weekend availability

Supplemental pay types:

- Bonus scheme

COVID-19 considerations:
All boats and equipment are fully cleaned and sanitised between every use. All visitors are provided with social distancing guidance and our COVID policy at the time of booking. This is a public facing role in an outdoors environment.

Application question(s):

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