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Adventure Experience Coordinator

4 months ago

Hexham, United Kingdom The Scout Association Full time

We are looking for a **Adventure Experience Coordinator **to join our amazing team.

**Location**:Scout Adventures (Hawkhirst) Plashetts, Hexham NE48 1QZ

**Salary**:£12,468.50 per annum Band C Level 3 - pro rata of £24,937 per annum

**Term**:Permanent

**Working Hours**:20 hours per week

We’re Scouts and everyone’s welcome here - all genders, races and backgrounds. Right across the UK, we help over 400,000 young people aged 4-25 gain skills for life and find their place in the world. We help them speak up, play their part and shine bright.***

**About the **Adventure Experience Coordinator Role**:
You’ll be at the heart of our customers’ experience, providing them with high quality service and supporting them through the whole booking journey from initial enquiry to aftercare. You’ll build a deep understanding of our centres and how they operate, enabling you to balance customer experience, our operational capacity, and our income targets.

**What we are looking for in our **Adventure Experience Coordinator**:

- Prior experience in outdoor education, residential centres or a related industry (e.g. hospitality or education)
- Prior experience in providing high-quality customer service from initial enquiry to after care
- Good computer literacy, with an ability to confidently learn and use tools such as bookings systems, customer support software, Microsoft Office, Sharepoint, Smartsheets etc.
- Comfortable splitting time between working at your base Scout Adventures centre and from home, with occasional visits to other centres across the country
- Comfortable working on a rota-basis including weekends. Occasional evening shifts may be required during busier periods

**Key responsibilities as our **Adventure Experience Coordinator**:

- Provide helpful, supportive and friendly service across a variety of contact channels. Work within our service level agreements, objectives and policies, and use our tone of voice and brand, to make a great impression of Scout Adventures
- Process new enquiries by matching customers to our products and securing their booking
- Maintain and update bookings in the lead-up to a group’s visit; as well as providing aftercare when customers have completed their visit to us
- Balance customer needs and expectations, our operational capacity, and our income targets to ensure every group has a great experience and we deliver value back to The Scouts
- Provide remote cross-centre cover for customer service and bookings as required
- Carry out basic financial tasks related to bookings, including taking payments and raising invoices
- Maintain accurate records of our customers and bookings, and maintain strict confidentiality and data protection standards
- Design activity programmes for groups based on their needs and objectives
- Manage staff rotas to ensure that we have the right people in the right place at the right time

**As our** **Adventure Experience Coordinator in return, we offer you**:

- Work in a way that suits you, your role and your department
- Be proud to say you’re part of a team with Investors in People (Gold)
- Plenty of opportunity for learning and development
- 28 days holiday a year, plus bank holidays rising to 32 days after two years
- Four extra days to look after your family when they need you
- Three extra days over Christmas

**We are proud to be a family-friendly employer and offer**
- Maternity/Paternity Leave
- Flexible working hours
- Store Discount at our Scout Store + other online benefits
- Study and volunteer leave

**Interviews will be held**: Friday 21 July 2023

The Scouts is an equal opportunity employer, and we are committed to diversity and actively seeking applicants from a wide range of backgrounds.

**Strictly no agencies.